Job description

DuxxBak Composite Decking is a leading manufacturer of high-quality composite decking products. Our mission is to provide our customers with beautiful, durable, and eco-friendly decking solutions that exceed their expectations. As a company, we value innovation, quality, and customer satisfaction above all else.

We are proud to say that our sales have been increasing rapidly, and we have been expanding our customer base to new regions. We have been growing at an impressive pace, and we plan to continue this trajectory in the future. As a result, we are looking for a Customer Service and Warranty Coordinator to join our team and help us maintain our commitment to quality and service.

We're looking for professional, committed individuals who enjoy working with customers and are passionate about resolving customer issues. The Customer Service and Warranty Claims Coordinator is responsible for managing aspects of the customer service and warranty claim process for. They will work with customers to assess their needs, provide guidance on product selection, help them find a dealer, and provide project feedback. They will also manage all warranty claims, including receiving, reviewing, and investigating claims, determining coverage, and working with internal teams to ensure timely and satisfactory resolution of each claim.

Essential Functions

• Act as the primary point of contact for customers seeking assistance with product selection, dealer locations, and warranty claim resolution.
• Provide excellent customer service to customers and stakeholders involved in the purchasing and warranty claim process.
• Receive, review, investigate, and document customer warranty claims via email, website inquiries, phone calls or direct from distribution partners.
• Gather necessary information to evaluate and determine the validity of each claim.
• Analyze data and determine if claims are within warranty coverage parameters.
• Collaborate with the technical team to troubleshoot product issues, determine cause of claim, and ensure the best possible resolution.
• Maintain detailed records of each claim and document the resolution process.
• Effectively communicate claim status to customers, management, and other internal stakeholders.
• Provide support to other departments in order to help with warranty claims, technical support, and troubleshooting as needed.

Competencies

In the context of this role, effective communication is critical for building strong relationships with customers, responding to warranty claims, and resolving complaints and issues. Must have the ability to communicate effectively and clearly with others, using a variety of methods and channels. Some key components of communication proficiency that may be important for this role include:

• Active listening: The ability to listen carefully to customers, understand their concerns and needs, and respond appropriately.
• Verbal communication: The ability to express oneself clearly and effectively using appropriate tone and language.
• Written communication: The ability to write clear, concise, and professional messages to customers, colleagues, and other stakeholders.
• Non-verbal communication: The ability to read and interpret non-verbal cues from customers and respond appropriately, such as body language or tone of voice.
• Conflict resolution: The ability to handle conflicts and difficult conversations with customers in a calm and professional manner, while remaining focused on finding a solution.

Overall, communication proficiency is a critical skill for this role, as it enables the individual to build trust with customers, convey information effectively, and resolve issues in a timely and effective manner

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Green Bay, WI 54304: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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