Job Description

The Warranty Specialist / Customer Service Representative supports Tangent’s Retail Sales department by managing warranty claims and return processes for key retail partners, including Costco and Walmart. This role serves as a primary point of contact for retail warranty issues, coordinating closely with internal warehouse and operations teams to ensure timely, accurate processing of returns and replacement shipments. The ideal candidate is detail-oriented, customer-focused, and comfortable working cross-functionally in a fast-paced, high-volume environment.

Requirements

KEY RESPONSIBILITIES

WARRANTY & RETURNS PROCESSING

• Process warranty claims and customer returns for retail partners, primarily Costco and Walmart, in accordance with retailer-specific requirements and internal policies.
• Review documentation, validate warranty eligibility, and ensure accurate data entry into internal systems.
• Track warranty claims and returns from initiation through resolution, ensuring timely closure and proper documentation.

CUSTOMER SERVICE & RETAIL SUPPORT

• Serve as a customer service liaison for retail warranty issues, providing clear, professional communication to internal sales partners and external retail contacts as needed.
• Respond to inquiries related to returns, replacements, shipping status, and warranty coverage.
• Escalate complex or unresolved issues to Retail Sales or management as appropriate.

WAREHOUSE & OPERATIONS COORDINATION

• Partner closely with warehouse and operations teams to coordinate the picking, packing, and shipment of warranty replacement products.
• Ensure returned products are routed correctly, and replacement shipments are fulfilled accurately and on time.
• Communicate shipment details, backorders, or delays to relevant stakeholders.

PROCESS IMPROVEMENT & COMPLIANCE

• Maintain organized records of warranty claims, returns, and shipments to support reporting and audit needs.
• Identify recurring issues or trends in warranty claims and share insights with Retail Sales and Quality teams.
• Follow all internal controls, safety standards, and retailer compliance requirements.

REQUIRED SKILLS & COMPETENCIES

• Strong attention to detail and accuracy in data entry and documentation
• Excellent written and verbal communication skills
• Customer-focused mindset with the ability to handle issues professionally and empathetically
• Ability to prioritize and manage multiple cases simultaneously
• Strong collaboration skills and comfort working with warehouse and cross-functional teams
• Proficiency in Salesforce, Microsoft Office (Outlook, Excel, Word); ERP or CRM experience preferred

EDUCATION & EXPERIENCE

• High school diploma or equivalent required
• 2+ years of experience in customer service, warranty administration, order processing, or retail support preferred
• Experience supporting large retail customers (e.g., Costco, Walmart, or similar mass merchants) is a plus

PHYSICAL / WORK REQUIREMENTS

• Primarily office-based role with occasional visits to warehouse areas
• Ability to sit, stand, and work at a computer for extended periods
• Occasional lifting of light materials (up to 20 lbs) may be required