Warranty Clerk

**POSITION IDENTIFICATION**

**Title**

Warranty Clerk

**Reports to**

Technical Support & Warranty Manager

**Job Family**

Operations

**Job Summary**

Coast Spas is a leading manufacturer of luxury hot tubs and swim spas, renowned for its innovation, quality craftsmanship, and exceptional customer service. We are seeking a motivated and detail-oriented Warranty Clerk to join our team.

The Warranty Clerk is responsible for managing and overseeing the warranty process within Coast Spas. They play a crucial role in ensuring customer satisfaction by efficiently handling warranty claims, coordinating repairs or replacements, and maintaining accurate warranty records. The Warranty Clerk works closely with the Warranty Coordinator and various departments, including customer service, sales, technical support, and product development, to facilitate smooth warranty operations.

**Responsibilities**:
**Warranty Claims Processing**:
Receive and review warranty claims submitted by customers, dealers, or service centers. Verify warranty coverage, assess the validity of claims, and determine appropriate resolution based on company policies and guidelines.

**Documentation and Records Management**:

- Maintain comprehensive and up-to-date warranty records and documentation, including warranty registrations, claim forms, repair orders, and correspondence with customers. Ensure accuracy and completeness of all warranty-related information.

**Communication and Customer Support**:

- Serve as the main point of contact for customers and dealers regarding warranty inquiries, claim status updates, and general warranty-related matters. Provide prompt and professional assistance to resolve customer concerns and ensure a positive experience.

**Coordination with Service Centers and Suppliers**:

- Collaborate with service centers and suppliers to arrange repairs or replacements for warranty claims. Facilitate the shipping of defective products, track progress, and ensure timely resolution. Communicate effectively with Internal and external partners to maintain strong working relationships. Warranty Policy Compliance: Stay updated on warranty policies, terms, and conditions. Ensure that all warranty processes and procedures are followed in accordance with company guidelines, legal requirements, and industry standards.

**Reporting and Analysis**:
**Training and Support**:

- Provide training and support to internal teams, service centers, and dealers on warranty-related matters. Educate stakeholders on warranty policies, procedures, and best practices to ensure consistent adherence across the organization.

**SKILLS & QUALIFIICATIONS**
- High school diploma or equivalent; bachelor's degree in business administration or a related field is preferred.
- Proven experience in warranty administration, customer service, or a similar role.
- Strong understanding of warranty policies, terms, and conditions.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, internal teams, and external partners.
- Detail-oriented and highly organized, with exceptional record-keeping abilities.
- Analytical mindset, capable of collecting and analyzing data to drive process improvements.
- Problem-solving skills and the ability to handle and resolve customer complaints or escalated issues.
- Familiarity with the products or industry-specific knowledge is a plus.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.

**Salary**: $34,000.00-$37,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Langley, BC V2Y 1N1: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

Work Location: In person