Inside Sales & Warranty Project Coordinator

Job Description

Job Description

Company Overview :

For over 90 years, Tecumseh Products Company has been a leading global manufacturer of compressors and related products operating in North America, South America, Europe, and Asia.

It is our long history and strong brand image that continue to build our future. To help us as we advance in the next chapter of our history, we need people who are passionate and enthusiastic, willing to work in a multi-cultural environment and energized by bringing new and innovative products and services to the industry.

Values & Behaviors :

At Tecumseh all employees are expected to demonstrate behaviors that reflect our core values :

• Integrity doing what is right, not what is convenient,
• Excellence demonstrating our passion for success with an entrepreneurial spirit,
• Passion striving to constantly exceed expectations,
• Teamwork actively collaborating and engaging with our colleagues across the globe, and
• Respect showing regard for people’s feelings, ideas, and concerns.

Position Overview :

The Inside Sales & Warranty Project Coordinator is responsible for the warranty administration process, ensuring timely resolution of customer concerns, process improvement, and account management responsibilities within the inside sales function.

In addition, this position works directly with Tecumseh compressor production manufacturing facilities as a communication coordinator between internal teams and external partners and customers.

Job Responsibilities :

• Manage the warranty administration process lifecycle from claim submission through credit issuance. Responsible for the collection of data from service technicians and contractors, communicating with customers on warranty status, processing warranty claims, and assessing warranty coverage limits.
• Develop and implement new procedures to enhance after-sales operations.
• Support and participate in finding new solutions to streamline the warranty administration process.
• Process and ensure debits and credits from warranty & RMAs are applied correctly and in a timely manner on customer account statements.
• Maintain digital audit trail to support credits issued in accordance with the company record retention policy.
• Assist Sr. Manager, Inside Sales with sales reporting, forecasting & sales planning cycle.
• Responsible for sample coordination : Review, and process all samples requested submitted by outside sales.
• Respond to all warranty service requests submitted by customers via telephone, email, and / or website.
• Enter customer orders and manage accounts in Oracle system. Responsible for assigned account order reporting, quoting, and price list maintenance in Oracle.
• Manage assigned accounts, including but not limited to financial forecasting and performance.
• Monitor customer AR statements, communicate with outside sales when assistance with customer is needed.
• Consult and provide information to the sales teams on routine inquiries and easily expedited common claims. Analyze warranty data to identify trends, root causes of product issues, and opportunities for improvement.

Generate regular reports on warranty metrics, claim volume, and customer satisfaction ratings.

• Collaborate with other teams to streamline processes and improve customer satisfaction.
• Support manufacturing operations when needed. Act as the liaison between production and inside sales, managing rushes and expedites with purchasing & production planning.
• Perform all other duties as assigned.

Required Education and Experience :

• Bachelor’s Degree Required. Business, supply chain, or closely related field preferred.
• 2+ years of sales required
• 1 year of warranty administration preferred
• Proficient MS office and Excel skills, knowledge of business intelligence tools (BPC a plus) and ERP systems (Oracle a plus).

Required Skills / Abilities :

• Strong communication skills both orally and in writing.
• Highly analytical; able to resolve both simple and complex issues in a manner that supports business objectives. Promotes process efficiency / effectiveness on a consistent basis in a highly team-oriented environment.
• Strong attention to detail.
• High level of organization and time management skills.
• Ability to work independently with minimal supervision.
• Effective interpersonal skills; ability to navigate and flourish in a global, matrixed organization, express thoughts clearly, is an active listener and a team player .
• To promote, remain committed and intentional to building a values-centric culture focused on our company values (integrity, Excellence, Passion, Teamwork, and Respect).

Additional Information

Travel : 15%, Primarily domestically

Flexibility in work schedule to meet and achieve various deadlines. Hybrid Ann Arbor position.

Physical Demands : Lifting a minimum of 25lbs, occasionally. Position is a desk position. Long periods of computer and / or phone is required.

Tecumseh Products Company is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, religion, sex, citizen status or veteran status.