Customer Service Representative II - Warranty

Job Summary:

The Customer Service Representative II is responsible for creating a positive customer experience within the respective responsibilities of in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.

 

Core Duties

The Customer Service Representative II will perform the duties below as applicable and on the basis of business needs.

Inbound Telephone Support

• Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
• Answering basic questions about the company’s operation, product, services
• Entering, changing, or checking on the status of orders using NetSuite ERP software
• Tracking and escalating support calls to the appropriate department or personnel
• Researching customer account issues
• Screening and forwarding phone calls to XPEL employees
• Logging all in-bound calls in to NetSuite

Technical Support

• Answering calls from customers and internal employees about XPEL’s proprietary software, including:
• Assisting with setting up, activating, deactivating and managing of customer accounts
• Assisting with the installation, operation, and troubleshooting of cutting plotters
• Supporting customers with basic questions about commonly used functions
• Resolving technical problems and escalating problems for further level of assistance
• Support customers with the use of XPEL’s website and on-line ordering tools
• Participating in an on-call after-hours support rotation

Order Management

• Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
• Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
• Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations
• Entering orders and processing requests for our OEM business

Outbound Support

• Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
• Soliciting feedback from customers about the Company’s service, products or performance
• Informing customers about Company products, offerings
• Pro-actively calling customers in response to automated alerts about order delays or other problems

Referral Pipeline Support

• Daily referral pipeline support communicating with consumers, closing tickets and processing requests.
• Refunds
• Outbound Efforts
• Onboarding procedures

Warranty

• Assist with processing warranty claims and manage resolution for installed products, ensuring accurate documentation and appropriate outcomes.
• Generate Return Authorizations (RAs) for products in accordance with company policies.
• Act as a subject matter expert on XPEL products for both internal teams and external customers.
• Coordinate customer returns for product testing, working with Operations and Quality teams to help determine root cause.
• Analyze warranty and return data to identify trends and support process improvements.
• Use ERP and CRM programs to manage claims and customer interactions.

Dealership Support

• New Account set up, preparing all additional items for new accounts.
• AR Responsibilities – Credits and billing inquiries.
• Prepare, email, and file Clear Plate Invoices on the master spreadsheet for Wednesday send-off.
• Assisting in logging work orders, warranties, and other entries as needed.
• Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite.
• Monitor all Dealership Support Pipelines in the mornings and throughout the day.
• DAP administrative support on commissions
• Weekly and Monthly Audit Reporting.
• Triaging PPF orders pipeline for urgent requests and edits before billing is processed.
• Clear Plate spreadsheet updates and management.
• Building Addendums.

General

• Participation in the warehouse urgent communications to ensure best in class service for our customers.
• Partner with cross-functional departments (Sales, Accounting, Tech, etc.) to ensure a seamless customer experience.
• Accounts receivable responsibilities related to customer invoices, billing errors, billing statements.
• Other duties as assigned

Basic Qualifications

• High School Diploma 
• 3 years of high-level customer and technical support experience