Position Summary: The Warranty Claims Representative will manage incoming warranty claims from initial request to resolution efficiently, timely, and cost-effectively while providing a premier customer experience.
Specific Responsibilities: This position is responsible for developing, leading, and executing in the following areas:
• Receives and validates incoming warranty claims.
• Initiates clarification calls to customers, as required.
• Maintains contact and claim information in Dynamics 365 CRM.
• Creates detailed work orders for CBB Technicians and third-party vendors (optimizing cost and efficiency).
• Host product standards and compliance discussions with customers.
• Monitors performance on all assigned claims and resolves utilizing the most cost-effective solution.
• Manages all assigned claims to increase customer satisfaction and decrease lead times for completion.
• Administers service reimbursements and prepares settlement letters on assigned claims when applicable.
• Research to identify the root cause and lead/participate in long-term solutions with plant personnel, sales, and other departments as needed.
• Prepares communications to management.
• Other duties as required.
Attributes & Characteristics: The successful candidate will have the following attributes & characteristics:
Supports achievement of business results through effective implementation of responsibilities.
Works independently while remaining aligned with team goals.
Manages difficult conversations and resolves customer dissatisfaction with professionalism.
Strong verbal and written communication skills.
Willingness to grow within a dynamic, progressive environment.
Ability to interact effectively with diverse clients and co-workers.
High attention to detail and accuracy in a fast-paced environment.
Curiosity and problem-solving mindset, with strong analytical skills to identify root causes and propose innovative solutions.
Ability to interpret customer claims and apply appropriate warranty coverage.
Reads, analyzes, and interprets product design specifications, drawings, and order confirmations.
Proficiency in Microsoft Excel, Word, and PowerPoint, with ability to learn new systems quickly.
Self-directed with sound decision-making skills and initiative.
Exceptional customer service orientation.
Ability to work remotely with reliable internet connectivity.
Willingness to travel 1-2 times a year for training and team-building sessions.
Experience/Education: The successful candidate will have the following background:
· 4-year degree in a business-related field or equivalent experience in a claims or service role
· Experience in Ordering/Quoting systems is desired (AccuQuote preferred).
· Experience with CRM systems is desired.
All your information will be kept confidential according to EEO guidelines.
Why work for Cornerstone Building Brands?
Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.
*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.
Cornerstone Building Brands is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan for protected veterans or individuals with disabilities or policy statement, please contact Human Resources at 281-897-7788 or HRCompliance@cornerstone-bb.com. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or HRCompliance@cornerstone-bb.com. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
California Consumer Privacy Act (CCPA) of 2018
Must be at least 18 years of age to apply.
Notice of Recruitment Fraud
We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.