Warranty Service Coordinator

5 months ago

Burlington, Canada GENTEK BUILDING PRODUCTS LTD Full time

Gentek is a leading manufacturer and distributor of vinyl/aluminum siding, windows, and other exterior home improvement products. With 3 manufacturing facilities and 22 distribution branches in Canada, we pride ourselves on providing our customers with superior service. This can only be achieved by having a fantastic group of employees and we know that they deserve a great work experience, which we strive to provide.

**Position**:Warranty Service Coordinator - Siding**

**Summary**: Reporting to the Warranty Manager, this position processes warranty claims from open to close

**Objective**: Ensure all warranty claims are processed in accordance with applicable internal standards requirements (IE - the audit), and that all claims are adjudicated accordingly while ensuring that commitment to providing an excellent customer service experience are met.

**Direct Reports**: None

**Key Contacts**:

- Homeowners
- Contractors
- Gentek branch personnel: Manager, Warehouse Supervisor, Sales Rep, Inside Sales
- Plant quality department
- Warranty department

**Responsibilities**:

- Initiate, process, and track progress of warranty claims in Salesforce CRM system
- Log incoming mail and scan all documents to Docuware document management system
- Learn and maintain working knowledge of warranty coverage and warranty documents
- Track and tag shipping of homeowner samples
- Identifying and analyzing sample panels
- Communicate with homeowners and distribution centres about claim process and approval or denial decisions
- Coordinate execution of approved claims with distribution branches
- Assist contractors with scope of work, scheduling, materials, and payment questions
- Process payment to contractors
- Process payments to homeowners accepting monetary settlements where applicable
- Regular communication with Warranty Manager and corporate Warranty Services department
- Monthly reporting to branches reflecting open siding claims

**Qualifications**:
Educational/Experience/Skill
- Bilingual (English and French) preferred
- Experience in customer service and administering warranty claims an asset
- Building products experience an asset - comfort with technical references and factory environment
- Post-secondary education
- Excellent communication skills and professionalism required for internal and external contacts

Behavioural/Mental/Physical Effort
- Natural dispositions should include high compliance (for standards) and low steadiness (for ability to multi-task) as main components
- Poise in fast-paced environment
- Comfort handling escalated conversations
- Comfortable, office environment
- No physical exertion, sporadic dexterity

Aptitude (at level of population average or higher)
- Reasoning - hold information and solve problems after receiving verbal or written cues or instructions
- Perceptual Speed - in recognizing detail including error/accuracy

Gentek is growing. Come grow with us. Accommodations for applicants with disabilities available upon request.

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