Warranty Program Coordinator

Responsibilities

• Monitor and manage the warranty support distribution mailbox
• Serve as primary intake point for questions and requests
• Triage incoming inquiries & requests, route to the appropriate SME/team
• Respond to inquiries using approved canned responses
• Track inquiries through resolution and follow up on outstanding requests
• Partner with program team when uncertain on who to send to or how to address
• Support management and coordination of the Warranty Escalation Process
• Log and track incoming questions, concerns, and executive escalations
• Coordinate handoff to ensure inquiries are handled appropriately between stakeholders
• Ensure escalation process is followed and supported by documentation when applicable
• Support documentation and admin tasks related to the escalation process
• Maintain escalation record and reporting, track escalation status, and help drive resolution through closure
• Administrative, operational, and communications, and enablement support
• Knowledge and content management: assist in development and maintenance of FAQs, process documents, etc.
• Maintain internal communication collateral and content, partner with comms lead and program team to coordinate updates to documentation
• Support processing of warranty-related forms, approvals, and paperwork (refund request template, etc.)
• Help ensure consistent messaging across all customer-facing and internal support channels
• Reporting & Tracking
• Provide data on number of inquiries received, category, open/closed volume
• Track top customer and seller concerns; identify common themes and recurring questions
• Provide status reports and metrics to the program team