We are seeking an experienced and customer-focused Customer Service & Warranty Manager to lead a customer support operations in Greensboro. This role serves as the primary point of contact for warranty claims and customer service inquiries while managing and developing the support team. The ideal candidate will be a strong communicator, effective leader, and proactive problem solver who thrives in a fast-paced environment and is committed to delivering exceptional customer service while driving process improvements.
Key Responsibilities
Lead and support the customer service team, providing guidance, training, and accountability.
Manage warranty claims from initial customer contact through final resolution.
Review, process, and track warranty requests while ensuring timely follow-up and documentation.
Serve as the primary point of contact for customers regarding warranty and service-related inquiries.
Resolve escalated customer concerns and make sound business decisions to ensure positive outcomes.
Support and enhance customer service procedures, workflows, and systems.
Utilize CRM and ERP systems to manage customer interactions, service requests, and reporting.
Support the sales team with order entry, quotations, customer documentation, and sales paperwork.
Coordinate with customers, vendors, manufacturers, and internal departments to ensure projects and warranty claims are completed accurately and on schedule.
Maintain accurate records of warranty claims, customer communications, sales activities, and related documentation.
Identify opportunities to improve customer satisfaction and operational efficiency.
Perform additional administrative and customer support duties as assigned.
Qualifications
3+ years of experience in customer service management, warranty administration, sales support, or office operations.
Previous leadership or supervisory experience required.
Experience working with ERP systems; SAP experience strongly preferred.
Experience using CRM platforms such as HubSpot, Zendesk, Salesforce, or similar systems.
Excellent verbal and written communication skills.
Strong organizational, problem-solving, and decision-making abilities.
Proficiency with Microsoft Office, including Outlook, Word, and Excel.
Ability to manage multiple priorities while maintaining attention to detail.
Preferred Qualifications
Bilingual in English and Spanish.
Experience in construction, home improvement, pool/spa, manufacturing, or service-related industries.
Previous warranty administration experience.
Experience implementing or improving customer service processes and systems.