Warranty Service Coordinator

Gentek is a leading manufacturer and distributor of vinyl/aluminum siding, windows, and other exterior home improvement building products. With 3 manufacturing facilities and distribution branches coast to coast, we provide our customers with superior products and services. This can only be achieved by having a fantastic group of employees and we know that they deserve a great, inclusive work experience, which we strive to provide.

Gentek is seeking a Warranty Service Coordinator to join our team in Burlington, Ontario, for a one-year contract.

Position:Warranty Service Coordinator - Siding

Summary: Reporting to the Warranty Manager, this position processes warranty claims from open to close

Objective: Ensure all warranty claims are processed in accordance with applicable internal standards requirements (IE - the audit), and that all claims are adjudicated accordingly while ensuring that commitment to providing an excellent customer service experience are met.

Direct Reports: None

Key Contacts

• Homeowners
• Contractors
• Gentek branch personnel: Manager, Warehouse Supervisor, Sales Rep, Inside Sales
• Plant quality department
• Warranty department
  
  

Responsibilities

• Initiate, process, and track progress of warranty claims in Salesforce CRM system
• Log incoming mail and scan all documents to Docuware document management system
• Learn and maintain working knowledge of warranty coverage and warranty documents
• Track and tag shipping of homeowner samples
• Identifying and analyzing sample panels
• Communicate with homeowners and distribution centres about claim process and approval or denial decisions
• Coordinate execution of approved claims with distribution branches
• Assist contractors with scope of work, scheduling, materials, and payment questions
• Process payment to contractors
• Process payments to homeowners accepting monetary settlements where applicable
• Regular communication with Warranty Manager and corporate Warranty Services department
• Monthly reporting to branches reflecting open siding claims
  
  

Qualifications

Educational/Experience/Skill

• Bilingual (English and French) preferred
• Experience in customer service and administering warranty claims an asset
• Building products experience an asset – comfort with technical references and factory environment
• Post-secondary education
• Computer proficiency – Microsoft office, accounting applications
• Excellent communication skills and professionalism required for internal and external contacts
  
  

Behavioural/Mental/Physical Effort

• Natural dispositions should include high compliance (for standards) and low steadiness (for ability to multi-task) as main components
• Poise in fast-paced environment
• Comfort handling escalated conversations
• Comfortable, office environment
• No physical exertion, sporadic dexterity
  
  

Aptitude (at level of population average or higher)

• Reasoning – hold information and solve problems after receiving verbal or written cues or instructions
• Perceptual Speed – in recognizing detail including error/accuracy
  
  

Gentek is growing. Come grow with us. Accommodations for applicants with disabilities available upon request.