Role Purpose:

Responsible for handling the return process and warranty claims to ensure a positive customer experience. Coordinating returns, exchanges, and warranty services, while adhering to company policies and procedures.

Duties, Tasks and Responsibilities:

• Respond to customer service inquiries regarding returns, exchanges, and warranty claims and apply it on the SAP system.
• Provide excellent customer service by addressing concerns, answering questions, and guiding customers through the return and warranty processes.
• Facilitate the return authorization process, ensuring customers follow established guidelines.
• Coordinate the return of products, including, processing replacements, and tracking return shipments.
• Conduct regular visits to customers regarding returns and warranty claims.
• Handle warranty claims by verifying eligibility, and processing replacements or repairs.
• Collaborate with relevant departments to ensure timely resolution of warranty and returns issues.
• Maintain accurate and organized records of returns and warranty claims.
• Ensure compliance with company return and warranty policies.
• Keep updated on product knowledge, warranty terms, and industry standards.
• Collaborate with the customer service, fleet, and quality assurance teams to streamline the returns and warranty processes.
• Provide feedback to relevant teams on product issues identified through returns and warranty claims.
• Proactively identify opportunities to improve the returns and warranty processes.