Parts & Warranty Specialist

The Parts and Warranty Specialist is responsible for all things parts and warranty and providing positive customer experience to our dealers and walk in customers.  With parts, this role will field inbound communications from dealers and walk-in customers, proactively engage with dealers on parts needs, find the right parts to satisfy customer requests, and fulfill orders. On the warranty side, this role will field calls/emails from customers, process warranty claims from beginning to end in a timely manner, access claims to determine correct actions, and ensure efficient claim resolution.

DUTIES & RESPONSIBILITIES:

Parts:

• Assist customers in selecting the right parts based on their needs and specifications.
• Provide pricing, availability, and delivery estimates for parts.
• Process customer orders via phone, email, or online platforms.
• Handle customer inquiries, complaints, and returns efficiently.
• Build and maintain strong customer relationships to encourage repeat business.
• Enter and track sales orders using ERP or inventory management software.
• Coordinate with the warehouse or supply chain team to ensure timely order fulfillment.
• Assist in managing back orders and communicating delays to customers.
• Upsell and cross-sell additional products or services to meet customer needs.
• Promote special offers, discounts, or new product launches.
• Assist in developing and executing sales strategies to increase revenue.

Warranty:

• Receive, review, and process customer warranty claims.
• Verify product warranty eligibility based on company policies.
• Maintain accurate records of claims, product issues, and resolutions.
• Respond to customer inquiries regarding warranty coverage and claim status.
• Coordinate with customers to arrange product returns, inspections, or replacements.
• Provide excellent service to ensure customer satisfaction.
• Work with quality engineers and production teams to analyze warranty claims.

REQUIRED SKILLS/ABILITIES:

• Ability to multitask and meet deadlines.
• Ability to work independently
• Willingness to learn many different product types to provide timely customer service
• Strong written and verbal communication skills
• Proficient with Microsoft Office Suite or related software.

EDUCATION/EXPERIENCE:

• Experience in providing customer service

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift 50 lbs