Warranty and Returns Specialist
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Job Location:
Londonderry, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
The Warranty and Returns Specialist is responsible for data entry clarifying warranty information and returns policies reviewing and approving warranty and return claims handling and resolving customer escalations and supporting continuous improvement initiatives. The Warranty and Returns Specialist also provide Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America. This role contributes to shaping next generation customer support through automation self-service artificial intelligence and multi-channel live agent support. Specialists will work closely with Quality and After Sales departments when reviewing quality issues & defective returns and on Total Quality initiatives.
- Use advanced problem solving and communication skills to identify customer and team experience pain points take care of immediate customer concerns and participate in initiatives for continuous improvement.
- Assist Tier 1 Warranty and Returns with escalated requests for claim eligibility credit and order status and other inquiries as needed (phone online fax letters).
- Monitor and administer claims from submission (automated and manual) to credit posting and/or receipt of shipment at customer address.
- Creates content and maintains training and work instruction documents in HCNAs Docupedia and Master List repositories.
- Ensures Aftermarket Resource Center and Warranty at a Glance tool are updated with accurate warranty and product information.
- Participate in product launch projects and create Service Concepts for new product launches.
- Use data and other investigation tools to help drive initiatives to improve efficiency and accuracy for customer experience and team performance.
- Support opportunities to drive profitability through process improvement and direct sales opportunities.
- Develop specialized knowledge of Bosch Home Comfort products services and/or systems. (Warranty Terms Technical Knowledge Quality Initiatives Automation SAP Order Management etc.)
- Adhere to program guidelines and processes for Call Quality and Order Accuracy.
- Provide training on warranty and returns policies and processes to internal stakeholders and external customers.
- Perform other duties and responsibilities as necessary.
Qualifications :
- High school diploma or G.E.D
- Minimum 5 years in a contact center inside sales or account management customer support role.
- Advanced computer skills including navigating multiple open tabs systems and processes
- 3 years of experience with Microsoft Office (Word Excel Powerpoint) and experience using collaboration tools for remote work (Skype Teams)
- Proven successful experience participating as part of a project or implementation team
Preferred Qualifications:
- Bachelors degree in Business Management Psychology Communications Marketing or related field.
- Subject matter expertise in Bosch HCNA Warranty and Returns with strong HVAC/Hydronic Heating industry experience.
- Strong analytical critical thinking and problem-solving skills with the ability to develop effective solutions and alternative courses of action.
- Self-motivated team player with a proactive mindset capable of managing priorities meeting deadlines and driving continuous improvement.
- Excellent verbal and written communication skills demonstrating empathy professionalism and confidence.
- Proficient in Bosch systems and tools including SAP Online Tools BST and FHP; adaptable and effective in changing environments.
Additional Information :
Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.
Additional Information
In addition to your base salary Bosch offers a comprehensive benefits package that includes health dental and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plan with an attractive employer match; wellness programs; life insurance; long term disability insurance; paid time off; parental leave. Pay ranges included in the postings when included generally reflect base salary; certain positions may include bonus or additional benefits.
Equal Opportunity Employer including disability / veterans
*Bosch adheres to Federal State and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Fiscal Management
- Flooring Installation
- Customer Service
- Algebra
- Computer Skills
- Construction Experience
- Dealership Experience
- Conflict Management
- Computer Literacy
- Customer relationship management
- Geometry
- QA/QC
About Company
Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more
