Year: 2011

General Description:

The Customer Service Warranty PI Specialist reviews and tracks warranty returns, administers customer damage claims (PI), and assesses the initial potential risk to the company. In addition, this position will train customer service staff in warranty qualification process, systems and protocol, answer difficult, complex and challenging consumer and dealer inquires regarding products, and evaluate returns including, gathering empirical data to be used in tracking warranty trends, and evaluating customer claims in a timely and cost effective manner. Other key aspects of this position contribute to achieving and sustaining the Yakima Strategic Business Plan and Initiatives, global competitive advantage, and profitable market growth strategy.

Scope and Responsibilities:

•Provides technical leadership and direction to customer service staff
•Gathers warranty data and provides information to the appropriate Category Business Manager, and quality, product development and fit teams
•Administers consumer damage claims including assessing the initial potential risk to the company
•Leads troubleshooting and analysis to resolve complex customer problems within established guidelines in a timely, efficient, cost effective, and professional manner
•Provides technical product support to customers, dealers, and consumers by phone and email
•Supports Customer Service Manager on projects and other assignments as deemed necessary

Specific Duties:

•Works with the Customer Service Lead to schedule and conduct clinics, training, and orientation for existing and new staff regarding company policies, procedures, and knowledge of products and services
•Promptly and professionally responds to customer warranty issues
•Works with Customer Service Manager to identify tools and areas where efficiencies and cost reductions can be gained
•Administers and manages PI claim process including: product / claim review, providing direction to customer service reps, discussing findings with department manager, and communicating with Fit and QA departments and CFO as necessary
•Maintains accurate work instructions for all assigned duties
•Serves as first responder for Fit Inquiries and works with Fit Department as necessary
•Receives, evaluates and reports warranty findings/trends to the Department Manager and quality team
•Adheres to required health and safety regulations and practices
•Designs and implements continuous improvement of various monitoring, measurement and reporting metric systems
•Attends New Product Team meetings as necessary
•Provides support to and may participate on cross-functional teams as the need arises, such as, but not limited to, DFMEA’s, Product Concepts, quality etc.
•Communicates effectively and maintains a courteous, positive and professional demeanor with consumers, dealers and Yakima personnel at all times
•Conducts records search, problem/complaint investigation, policy interpretation, and adjustment or correction in accordance with appropriate company policies and procedures
•Administers and accurately maintains online tech manual with up-to-date information
•Refers non-routine or major problems to other departments or higher authorities as appropriate
•Completes all assigned tasks in a timely and accurate manner
•Provides timely and accurate consumer feedback to appropriate sales, customer service, product development and fit.
•Carries out in an effective manner other duties, responsibilities and projects as may be assigned

Qualifications:

•Degree from an accredited college, or equivalent experience preferred
•Two (2) year customer service experience
•Experience selling Yakima racks preferred
•Prior warranty evaluation or claim adjustment experience a plus
•Strong knowledge of MFG PRO, Yakimadealer.com, and RightNow Technologies CRM tools desirable
•Written and Oral Skills: English mandatory. Bilingual fluency Spanish desirable
•Excellent organizational skills and attention to detail
•Excellent administrative skills
•Ability to cooperatively interact and communicate well with inter-departmental personnel
•Excellent verbal and written communication skills
•Intermediate level with PC’s: Microsoft Office Suite; Outlook
•Ability to effectively develop work systems to manage workload, work independently and efficiently, have a keen ability to prioritize, and ability to identify and address needs in advance
•Ability to establish and maintain effective working relationships with internal/external customers and consumers
•Professional level communicator ~ both oral and written correspondence
•Data base experience preferred
•U.S. citizen or must possess valid INS Green Card
•Valid passport and ability to travel internationally without restrictions

Physical Requirements:

•Able to sit and work at a computer keyboard for extended periods of time
•Able to stoop, kneel, bend at the waist and reach on a daily basis
•Able to perform general office administrative duties: copying, filing and using a telephone
•Able to lift and carry objects up to 75 pounds occasionally
•Corrected 20/30 vision
•Must be able to safely operate a motor vehicle and sit for extended periods of time
•Must be able to travel via commercial carrier
•Must possess a valid U.S. driver’s license and a clean driving record
•Overtime as required

Compensation:
DOE
Comprehensive benefit package provided