Warranty Coordinator

The Warranty Coordinator partners and coordinates with internal and external stakeholders to exceed customer expectations in repairing damaged or warrantied mobile furniture products.

Position Functions:

  • Work directly with customers, and other partners, to thoroughly investigate customer issues, respond to inquiries on a timely basis, and take appropriate steps to bring issues to resolution.
  • Communicate effectively with customers to schedule travel, coordinate for parts, and perform repairs at customer sites.
  • Maintain accurate records on customer inquiries and correspondence, providing customers with pricing, quotes, ordering and shipping assistance.
  • Provide prompt, courteous, and accurate sales and solutions information to customers relative to product warranties, delivering customer satisfaction that will result in increased sales.
  • Functions as the company’s technical expert regarding product support and service.
  • Investigates supplier quality issues and production quality issues, coordinating with various departments to achieve improvement or resolution.
  • Provides detailed reports on quality issues and improvement efforts.
  • Trains new hires on product, customer service related to Warranty issues and other issues as required.

Position Expectations:

  • Balances a variety of responsibilities working with all internal departments and customers.
  • Represents company while traveling and communicating with dealers, representatives and customers.
  • Contributes to continuous improvement in manufacturing processes and product design.
  • Key role in positioning Palmer Hamilton products and services as the premier brand in the industry by exceeding customer expectations in responding to and resolving product issues.
  • Expected to travel up to 25% of time.
  • Assist Customer Service pre- and post-sale with technical support information and choosing proper product for unique customer locations or use cases.

Qualifications:

  • High School Education with advanced education or experience in Customer Service and/or the Building Trades.
  • Full understanding of Palmer Hamilton product offerings and how our customers use them.
  • Excellent customer service skills.
  • Ability to pass background checks and vetting process to gain access to public and private schools.
  • Excellent time management and customer service skills a must.
  • Previous field service experience required; furniture assembly experience preferred.
  • Mechanical aptitude and ability to troubleshoot damaged product and install fixes or replacements.
  • Must have excellent communication skills, both verbal and written.
  • Must be proficient with Microsoft Office and have accurate data entry skills.
  • Ability to travel to customer locations as needed.