Returns Coordinator

JOB DESCRIPTION

Work Location: PTI, Reno

Department: Quality

FLSA Status: Non-Exempt

FTE Status:

Job title:         

Quality Assurance Specialist – Warranty Returns

Reports to:
Quality Engineering Manager

Job Summary:
Provide best in class customer service, while taking complete ownership of the evaluation, disposition, and communication of customer warranty claims.  Work with Quality, Engineering, and Product Teams, providing feedback for the Corrective Action/Preventative Action process.  Provide customer service support to PTI and Dorman sales teams.  This position is critical in providing key Voice of the Customer feedback to drive down warranty expense.

Primary Duties (5-7 Key responsibilities)

• Evaluate customer returned parts, submitted as warranty claims.  This includes the review, testing, data entry, disposition, and communication of findings for each claim.
• Evaluate and perform minor repair and testing of customer returned parts, submitted as warranty claims.
• Provide feedback to promptly resolve customer issues, using phone and/or email.
• Communicate findings to the Quality, Engineering, and Product Teams.
• Authorize Finance to issue the appropriate credit or deny each claim, as appropriate.
• Ensure timely, accurate and consistent documentation and disposition.
• Create reports, track metrics, and provide recommendations to Quality Management.
• Provide support for any issues related to insurance claims, legal cases, recalls, and/or customer complaints.
• Employ a continuous improvement mentality, increasing the efficiency of the end to end warranty claim process.
• Provide support in other Quality functions as needed.
   

Qualifications:

• Strong automotive repair knowledge.
• Excellent communication skills, both written and verbal.
• Ability to maintain composure and professionalism under stress of multiple simultaneous projects
• Strong analytic and problem- solving skills.
• Excellent organization and prioritization skills.
• Ability to maintain focus and organize time with minimal supervision.
• Ability to maintain confidential information.
• Basic test equipment and power tool knowledge preferred.
• Must be able to use Microsoft Office, at a higher than basic level.
• Physical Requirement: Capability to lift 50 pounds.
• Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one area to another, and speak and actively listen. Noise level is usually moderate.
   

Education And/Or experience:

• High school diploma or equivalent.  Associates/Bachelors’ degree is desirable.
• Minimum of 3 years of experience in the automotive industry.
• Minimum of 3 year of experience in Quality Manufacturing
   

Required Core Values & Competencies
Dorman Core Values

• Ideation & Innovation
• Deliver Customer Value
• Empower Our Contributors
• Accountability for Results
• Strive for Excellence

Dorman Job Competencies

• Serving Customers
• Making Accurate Judgments and Decisions
• Communicating Effectively
• Demonstrating Initiative
• Adapting to Others