Digital Warranty Care Manager
Overview
Supervise Warranty Care Specialists to deliver superior customer service for eCommerce business. This role drives process-oriented outcomes and ensures timely processing of Return for Service orders. It involves leading a team and maintaining high attention to detail.
What You'll Do14
- 1Lead Warranty Care Specialists to ensure accurate Return for Service processing
- 2Plan daily warranty care activities including shipments and customer communications
- 3Track shipping metrics and monitor CSC Return for Service dashboard
- 4Resolve missing packages through research and follow-up
- 5Partner with Director of Digital Fulfillment to address weather or holiday delays
- 6Assist in tracking warranty and service work requests from Home Office
- 7Recruit train evaluate and evaluate Warranty Care Specialists
- 8Maintain vendor relationships with FedEx Brinks and others
- 9Oversee inventory control scheduled inventories and supplies ordering
- 10Coordinate with Digital Sales Managers to resolve customer inquiries
- 11Review customer feedback to identify sales and service opportunities
- 12Complete required accounting and audit documentation on time
- 13Provide leadership feedback on performance and process improvements
- 14Support efficiency improvements within Warranty Care process
Requirements10
- 13+ years managing returns repairs exchanges upgrades and service workflows
- 22+ years scheduling training coaching evaluating and motivating direct reports
- 3Ability to handle customer interactions via email phone SMS and internal systems
- 4Strong understanding of shipping processes shipment tracking delivery deadlines and missing package resolution
- 5Attention to detail in processing returns exchanges service requests and documentation
- 6Experience managing daily inventory reconciling weekly monthly counts and maintaining accurate records
- 7Proven ability to track daily metrics monitor workflow performance and report shipping volume and customer engagement
- 8Collaboration skills working with digital fulfillment leadership sales warranty accounting and customer service teams
- 9Research and resolve order related and shipping related customer concerns quickly and professionally
- 10Identify inefficiencies provide actionable feedback and improve fulfillment speed accuracy and service levels
Salary Insight
$84 - $114k per year
Location
Required Skills
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