Warranty & Returns Executive
6 months ago
**Purpose of role**
Providing end-to-end support to all customers with warranty claims. Manage warranty budget spend, while continually looking at ways to reduce costs and improve process efficiencies. Supporting third-party returns service centre with all queries to ensure smooth returns processing. Arranging for faulty units to be returned, review active claims and analyse returns behaviours and trends for both customers and distributors. Supporting the Warranty & Returns Manager as appropriate.
**Principle duties & responsibilities**
- Proactively query and liaise with stakeholders on issues and claims that are outside of normal returns behaviours for the customer or the company
- Continuously review and improve the warranty process within the business
- Create, monitor and manage internal reporting based on current outstanding liabilities, ensuring all warranty claims are closed down promptly
- Work with finance to develop accurate warranty budget and forecast. Comparison of actual against forecast to be conducted on monthly basis as minimum
- Process replacement & FOC orders for customers onto company system (SAP) in a timely and accurate manner, review orders for completeness & accuracy, checking codes & prices against contractual agreements
- Present warranty summaries to the wider business on a regular basis
- Assist finance with the effective resolution of debit and credit notes
- Point of contact for third-party returns service centre, ensuring correct returns procedures are followed at all times, answering process queries and ensuring adequate stock levels maintained to allow for smooth processing
- Produce management information reports and on occasion present to the Exec
- Support customers with raising a return request for third-party service centre, giving basic IT support and guiding customers through the process
- Escalate customers and SKUs which are seeing a rise in warranty claims
- Make direct & timely contact with clients, acknowledge and resolve any issues
- Ensure dispatch of delivery notes via logistics
- Manage any stock issues relating to deliveries
- Month end procedures; open orders and delivery notes reporting
- Continually assess process to maximise cost savings on warranty spend
- Support all warranty claims raised against the business
- Any other adhoc duties as required
**The skills and specifications that the role needs are as follows**:
- Excellent organisational skills
- Outstanding written and verbal communication skills
- Experience managing multiple deadlines and priorities
- The ability to operate as an effective team member
- Great problem-solving skills
- Possess high attention to detail
- Good time management skills
- Have excellent interpersonal skills with the ability to communicate effectively at all levels of organisation, both internally and with customers/suppliers
- Proactive and eager to learn
- Ability to work without supervision and use initiative
**Salary**: £25,000.00-£28,000.00 per year
**Benefits**:
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking
- Private medical insurance
Schedule:
- Monday to Friday
Work Location: In person
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