Warranty Claims Specialist
Napoleon Products
Barrie, ON
Job Details

Title: Warranty Claims Specialist

Reports To: Customer Solutions Supervisor

Department: Customer Solutions

Location: 214 Bayview Dr Barrie, ON

Shift: Monday-Friday 8:30 AM - 5:00 PM

Job Purpose:
Provide “Best Customer Service – No Questions Asked” as per corporate guidelines/objectives to existing and new customer base. Handle all inbound inquiries (phone, email, social media etc.) with accuracy and professionalism. Process replacement & parts orders as necessary. Provide general maintenance & troubleshooting guidance to customers while logging relevant information into designated database(s) as required.

Key Responsibilities:
  • Process warranty claims for peak season (Answer inquiries from Dealers/ Account Executives and Consumers regarding warranty claims, product availability and delivery timelines within designated product lines Grills/ Hearth). Track flow of warranty orders, ensuring that processing time falls within acceptable parameters. Track potential quality issues via designed database (Salesforce).
  • Issue Return Authorizations as required.
  • Promote use of My Napoleon.com to Dealers and offer verbal step by step instructions as needed.
  • Work with other departments as required to increase effectiveness of departmental processes. Maintain a positive working relationship with Customer Solutions team and other departments.
  • Report necessary revisions to manuals, maintain support documents as required, and report issues with product websites.
  • Provide training within Customer Solutions/ and externally for Sales Department (including Account Executives) on warranty process, My Napoleon.com, RA process, Full Unit Replacement (freight damage outside of the 30 days).
  • Develop presentations to support training initiatives.
Education & Experience:
  • High School diploma, preferred College/BA
  • Minimum 3-5 years providing customer service, warranty and technical support in a manufacturing environment, experience in contact centre environment.
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software
  • Specialized Skills: Technical aptitude, strong verbal & written communication skills, task & detail oriented, solutions focused, team player.