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Job Number: 2171061

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Nelson Connects is hiring immediately for a Warranty Service Representative for an outdoor company located in Rohnert Park.

The Warranty Service Representative processes inquiries, incoming products and enters data for warranty commitments for repair, replacement or credit for consumer returns due to failures in material and construction. This position maintains department records and supports the department by performing a variety of duties. Product inquires may be received by telephone, mail, email from consumers, outside sales representatives or retail store accounts. The Warranty Service Representative interprets warranty policy eligibility to consumers in a way that projects a strong, positive impression of the company.

Responsibilities of a Warranty Service Representative:

  • Answers incoming warranty inquiries, determines nature of inquiry and relates procedures for processing repairs, technical product usage, and/or care and cleaning instructions. Answers questions about warranty procedures and provides consumer with return instructions, and other information.
  • Processes incoming product by effectively receiving, opening, and identifying products using department catalog reference library. Reviews consumer request for repairs or replacement. Monitors and evaluates warranty product returns relative to normal failure rates and usual life span. Resolves consumer product repairs and replacements relative to normal policies and procedures. Effectively relates problems and corrective actions to be taken to consumer.
  • Utilizes SalesForce software for documenting cases and communicate with customers.
  • Informs consumer of unit repair costs or price differences for replacements, ship dates, anticipated delays, and any additional information needed by consumer for replacement products.
  • Boxes, labels and ships repairs and replacement products to the consumer. Follows up to ensure delivery by specified dates to monitor timely arrivals. Communicates with shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
  • Effectively answers warranty email inquiries from customers in a way that projects a strong, positive impression of the company
  • Repairs tent poles using the electrical aluminum cut/grinding machinery. Utilizes safety goggles, machine guards and other proper safety measure as required.
  • Maintains a clean and safe work environment. Share in responsibility for sweeping, removing debris, and stacking corrugated and other materials safely to keep aisles clear and observe fire safety procedures.

Warranty Service Representative candidates must meet the following requirements for consideration:

  • University or four-year college degree in business, marketing, or equivalent combination of education and experience
  • A minimum of 1-3 years of customer service experience in the Outdoor Industry with responsibility for order tracking, problem resolution and customer interface preferred
  • Experience with active-outdoor/technical apparel and products, a plus
  • Proficiency in all Microsoft programs, particularly MS Excel spreadsheets and Outlook
  • Experience with SAP and Salesforce preferred
  • Strong oral and written communication skills
  • Able to manage deadlines, be flexible with change, drive to timely resolution
  • Practical knowledge of other functions such as sourcing, design, production, sales, marketing and merchandising preferred
  • Ability to not only lead fearlessly as a contributor, but also take direction and work with a team
  • Able to work extended hours and/or weekends during the busy/peak/holiday seasons is required

Shift for this role is: Monday through Friday 8:00am - 4:30pm

Pay for this role is: $25.00/hr

*Nelson Connects is hiring immediately. APPLY NOW*


About Nelson:

If you're looking for a new opportunity, the recruiting and staffing experts at Nelson can help. We work with companies of all types and sizes across all industries. We help people like you find exciting roles with employers ranging from Fortune 100, government, and nonprofit organizations to local businesses, industry leaders, and the most agile start-ups. The candidates we work with appreciate our responsive approach, genuine relationships, and exceptional service. With a commitment to transparency, authenticity, and credibility, we look forward to our jobs every day, and we're excited to help you find the job you've been looking for. Nelson is an EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.