1st Shift, 8am-5pm, Monday-Friday, Full-Time, Direct Hire!
Performs work of varying degrees of difficulty and responsibility in the communication, negotiation and facilitation of product returns and claims within Viking. Supports and assists with product returns and claims processing for all lines of Viking products. Coordinates and monitors analysis and investigation of warranty returns with the quality department and suppliers. Maintains effective professional and positive customer relationships while working in a high volume, moderately stressful and time sensitive environment. This position has extensive contacts with Viking customers, all levels of Viking group employees, and product suppliers and must have exceptional communication and negotiation skills.
RESPONSIBILITIES:
- Assists the Vice President Warranty Management and Manager-Warranty Returns, carries out the goals and objectives of the Company.
- As the central facilitator for all Viking product returns, works with the Manager-Warranty Returns and quality department to evaluate the requests for return authorization and ensures the request is appropriate and complies with the terms and conditions of Viking's Limited Warranty. Strives to understand and advocate the customers concerns while working to avoid the potential for Modal bias within Viking. Works with the quality department and operations team, determines type of evaluation needed for returned product, and facilitates interface with the engineering department or Manager-Warranty Returns. Works with the Manager-Warranty Returns to perform and set-up evaluations of select returned products as directed. Monitors and documents receipt of returned product; maintains and documents custody chain for product received.
- Primarily responsible for the critical verbal and written communications provided to Viking personnel, and customers regarding product returns. As a member of a team, assists with the development of correspondence and presentations summarizing product evaluations for customers and insurance company representative. Works with the quality department to facilitate timely analysis of warranty returns.
- Using knowledge of communication planning, crisis communications develops and maintains the departmental product recovery for internal departments and external communications.
- Works to eliminate duplicate administrative efforts related to product returns within Viking's entities. Working with the operations team, establishes and maintains global reporting methods using software databases for overseas Viking employees and distributors. Processes credits to customers as determined by the Manager-Warranty Returns.
- Creates and maintains files and active database; tracks and documents status of return authorizations as well as open, closed and dormant.
- Participates in ISO audits and purges files and product in accordance with ISO quality standards.
- Oversees monthly returned product inventory.
- Packages and ships product as required.
- Performs other duties as assigned.
EXPERIENCE:
- Associate's degree and minimum 2 years experience preferred.
- Enthusiasm for the goals and objectives of the Technical Services Department and especially those related to implementation of Viking's claim policy.
- A self-starter with ability to envision steps and processes necessary to apply Viking policy to various situations and to carry them out with limited supervision.
- Excellent organizational skills.
- Ability to multi-task.
- Excellent written and verbal communication skills are required.
- Experience with computer data base programs. Prefer JDE experience.
- Must be able work a standard 8-hour day between 8:00 AM and 5:00 PM, including appropriate breaks.
