Customer Service Representative

JOB RESPONSIBILITIES AND EXPERIENCE REQUIRED:

Our company is seeking an experienced Customer Service Representative with a background in warranty administration to process our warranty claims. In this role, you will discuss the order and expectations with the customer, prepare warranty documents, submit paperwork to the manufacturer, and track requests to ensure the company recovers costs from suppliers and/or customers. You will also be responsible for arranging warranty appointments, coordinating with suppliers for replacement products, processing subsequent orders, and keeping up-to-date documentation on claims.

In addition to this duty, you will also be responsible for handling orders with stock issues. Your role will require you to determine how to proceed with the order to provide the best possible outcome for our customers. You will do this by finding additional stock or assisting the customer with selecting suitable alternatives.

Warranty:

+ Process warranty claims: The warranty agent must receive and process warranty claims submitted by customers, either directly or through dealers or retailers.
+ Evaluate claims: The warranty agent must evaluate claims to determine whether they are covered by the warranty, and ensure that all necessary information and documentation are provided.
+ Coordinate repairs and replacements: If a claim is approved, the warranty agent must coordinate with service providers, suppliers, or internal teams to arrange for repairs or replacements of defective products.
+ Maintain records: The warranty agent must maintain accurate records of all warranty claims, repairs, and replacements, including tracking the status of claims and ensuring that all necessary documentation is completed.
+ Communicate with customers: The warranty agent must communicate with customers to provide updates on the status of their claims, answer questions, and provide guidance on how to file a claim.
+ Ensure compliance: The warranty agent must ensure that all warranty claims are processed in compliance with company policies, procedures, and legal requirements.
+ Provide reports: The warranty agent must provide regular reports to management on the status of warranty claims, including trends, issues, and opportunities for improvement.
+ Develop and implement policies: The warranty agent may be responsible for developing and implementing policies and procedures related to warranty claims management, to ensure consistency and efficiency in the process.

Stock Allocation:

Agents responsible for Stock Allocation manage customer orders that cannot be fulfilled due to stock shortages or other inventory issues. They possess the ability to determine suitable alternative products that do not exceed the customer or company budget, hence retaining the order and keeping the customer’s goodwill.

Duties may include:

+ Manage customer orders: The Out of Stock Agent must manage customer orders that cannot be fulfilled due to stock shortages, ensuring that customers are informed promptly and offered alternative options where possible.
+ Coordinate with suppliers: The Agent responsible for Out of Stock orders must coordinate with suppliers to obtain the additional stock or expedite delivery of backordered items.
+ Provide customer service: The Agent responsible for Out of Stock issues must provide prompt and courteous customer service, answering customer inquiries and resolving issues related to out-of-stock items.
+ Maintain accurate records: They must maintain accurate records of inventory levels, customer orders, and communications with suppliers and customers.
+ Identify trends and opportunities: The ability to identify trends and opportunities for improvement in inventory management processes, and make recommendations for changes as needed will be highly valued.
+ Collaborate with cross-functional teams: The Agent must collaborate with other departments, such as sales and marketing, and operations, to ensure that inventory issues do not negatively impact the business.

What we require in a candidate:

+ Customer Service experience
+ Warranty Claims handling
+ Inventory management/stock handling
+ Attention to detail
+ Ability to manage multiple priorities
+ Strong communication and problem-solving skills
+ Ability to work under pressure