Parts & Warranty Specialist
About the Company
Our mission is to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and leveraging our industry buying power.
About the Role
We are looking for a Parts & Warranty Specialist to support our growing volume of service parts requests and warranty claims.
In this role, you will manage cases from submission through resolution, coordinate with service companies, technicians, vendors, suppliers, and internal teams, and ensure customers receive accurate updates on claims, parts availability, and estimated delivery dates.
This is a highly organized, follow-through-focused role where success depends on being able to manage multiple cases simultaneously, proactively follow up on outstanding issues, and maintain accurate documentation.
What You'll Do
- Manage service parts requests and warranty claims from submission through resolution.
- Review and process warranty claims accurately and within established turnaround times.
- Coordinate with service companies, technicians, vendors, and suppliers to resolve equipment issues.
- Identify required parts and coordinate availability, ordering, and delivery.
- Track parts orders, shipment status, and estimated arrival dates (ETAs).
- Follow up proactively on delayed parts, claims, vendor responses, and other outstanding cases.
- Provide technical and product-related support for parts and warranty inquiries.
- Communicate claim status, service updates, parts availability, and ETAs to customers and internal teams.
- Maintain complete and accurate records of parts orders, warranty claims, service activities, and customer communications.
- Manage multiple cases and deadlines while maintaining accuracy and timely follow-through.
What We're Looking For
- 2–3 years of eCommerce experience, preferably involving technical products such as HVAC, electrical, plumbing, appliances, equipment, or similar products; OR 5+ years of customer service or technical support experience in a BPO environment.
- Experience with one or more of the following is preferred:
- Parts coordination
- Warranty claims processing
- After-sales support
- Spare parts coordination
- Order entry
- Technical/customer support
- Working with international or China-based suppliers
- Experience coordinating with vendors, suppliers, technicians, service providers, or other external partners.
- Experience handling a high volume of customer or service cases while meeting turnaround targets.
- Familiarity with CRM and ERP systems.
- Proficiency with Microsoft Office and Google Workspace.
- Strong written and verbal communication skills.
- Excellent organization, attention to detail, and follow-through.
- Ability to independently prioritize multiple cases, deadlines, and follow-ups.
- Proactive, customer-focused, and comfortable solving problems in a fast-paced environment.
What Success Looks Like
- Parts requests and warranty claims are processed accurately and within agreed turnaround times.
- Outstanding cases are proactively followed up until resolution.
- Customers and internal teams receive timely and accurate updates.
- Parts availability and delivery timelines are clearly tracked.
- Documentation remains complete and accurate.
- High case volumes are managed without sacrificing accuracy or follow-through.
Why Join Us?
We believe that what you do and where you work matters. We foster a collaborative and professional environment where you can grow, build meaningful relationships, and see the direct impact of your contributions on our shared success.