Warranty Sales Coordinator

Description

The Customer Care Team provides after-market sales support for different divisions within FAAC. The Warranty Sales Coordinator will work with multiple departments (Service, Program Management, Business Development, Contracts and Accounting) to ensure that our customers are provided accurate and timely warranty quotes, invoices, and a positive customer experience.

The ideal candidate will be process driven with outstanding attention to detail, motivated and well spoken. The candidate will be responsible for all warranty customer communication and account tracking including the processing of purchase orders, creating quote/invoices, and entering monthly warranty payments. The candidate will also review warranty and after-market sales trends and develop plans for increasing revenue. The candidate must be able to articulate a variety of warranty options to the customer, in writing or verbally.  The ideal candidate will be extremely self-motivated and proactive, who can operate well with autonomy at times or with limited direction.  This position reports to the Director of CLS and Warranty.

Key Responsibilities

• Answer and respond to internal/external customer email and phone calls.
• Exhibits polite and professional communication via phone, e-mail and virtual meetings.
• Understand customers’ needs and effectively communicate the many benefits of participating  in warranty programs and purchasing after-market offerings. 
• Build customer rapport and achieve customer satisfaction.
• Identify strategies and processes for increasing sales opportunities and achieve/exceed yearly warranty sales goals. 
• Prepare and send warranty quotes and invoices to customers in accordance with internal procedures/pricing and General Services Administration (GSA) guidelines.
• Process warranty purchase orders received, enter warranty payments, and update accounts with clear and concise notes in the internal tracking system.
• Follow-up with customers as their warranty expiration date approaches.
• Provide status updates and reporting to management.
• Work closely with Service Managers to resolve customer concerns that may arise.
• Refer customers to the Sales Departments for possible sales opportunities as applicable. 
• Track all customer correspondence and account information in the internal tracking system, tracking spreadsheets, and team documents and ensure accuracy and completeness.
• Create and update processes and procedures. 
• Working knowledge of product offerings and options to determine warranty pricing and warranty programs available.
• Prepare and track software release shipments.
• Work with various departments to develop processes, terms/coverage documents, website updates, pricing documents, customer communication templates and flyers for rolling out new after-market offerings. 
• Monitor and report on sales trends and provide recommendations for increasing revenue. 
• Other duties, as assigned within the customer care team. 

Preferred Knowledge and Skills

• Associate degree or similar experience.
• Strong organizational and communication skills (written and oral).
• Ability to multi-task, prioritize and manage time effectively.
• Ability to learn quickly.
• Experience with Dynamics, Salesforce or equivalent CRM systems.
• Possess a professional attitude when interfacing employees and customers.
• Ability to read, understand and perform administration of contracts and purchase orders.
• Experience reviewing documents for accuracy.
• Math capabilities for completion of customer pricing.
• Self-starter, ability to pursue a task with minimal direction and follow through with tasks to ensure completion. 
• Ability to work independently as well as with others of varying backgrounds.
• Ability to exercise good judgment in decision-making. 
• Willingness to seek guidance when needed.

Requirements

Minimum Qualifications

• Minimum 2 years in a similar position.
• Excellent verbal and written communication skills.
• Outstanding telephone etiquette and cold calling skills. 
• Proficient in understanding and communicating in the English language. 
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and PDFs. Must have the ability to create spreadsheets, checklists and update existing documents using available features in the programs.
• Detail oriented and well organized.
• Must work well without direct supervision.

Work Environment

• This job operates in a professional office environment and uses standard office equipment.
• Work days are Monday through Friday. 
• Fast paced with frequently changing priorities. 

Equal Opportunity Employer/Disabled/Veterans