PRIMARY RESPONSIBILITIES
Warranty Claims
Investigating US warranty and Managed Programs' Customer claims through discussions with both the Customer, Fabricator and Store.
Maintain records of and report on material defects, including images of warranty issues.
Report and track quality issues
Liaise with retailers, customers, and fabricators within assigned territory.
Manage customer inquiries and complaints. Offer solutions within project scope
Assist other Customer Experience representatives if needed.
Where applicable escalate issues to maintain high levels of customer satisfaction
Manage the US Info email box.
Send out Warranty registration emails to all new customers on a weekly basis.
Determining appropriate path to resolution and seeing it through in collaboration with Sales, Customer, Fabricator and store.
Creating claims and managing them through different CRM programs.
Identifying patterns in claims due to fabricator workmanship and offering proposals to address the root cause.
Assist with Certification requests in Salesforce
Responding to technical questions and issues related to fabrication
KNOWLEDGE AND SKILL REQUIREMENTS
Related post-secondary education or equivalent experience.
2-3 years related customer service experience.
Ability to effectively communicate with written and verbal correspondence.
Thorough, high attention to detail, and an effective team player.
Strong problem solving and organizational skills.
Represent Caesarstone in a professional manner through interaction with retailers, customers and fabricators.
Forward thinking with ability to review/enhance existing processes and create efficiencies.
Excellent listening skills and interpersonal relations in dealing with both internal and external customers.
Working knowledge of computer programs, database, Microsoft software (e.g. Outlook, Word, Excel, Oracle, CRM Salesforce is a plus)
WORKING CONDITIONS
Working conditions require moderate lifting and mobility for up to 10 pounds at any given time. Work requires some local travel and may require occasional overnight travel and weekend and/or evening work.
Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Employment with Caesarstone US may be contingent upon completion of background check, drug test, execution of an employment agreement, or any other contingencies the employer may require. Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.
Shore Xtra Perks
Day 1 HMO Coverage
Attendance Bonus – Get a chance to earn ₱5,000 every pay run for consistent, perfect attendance.
Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
Unlimited Barista Coffee all shift long
Free Parking & Shuttle
Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
Statutory Benefits Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
