Service Delivery Specialist

6 days ago

Mandaluyong City, National Capital Region, Philippines beBeeWarranty Full time $40,000 - $60,000
Job Overview

The Service Support Coordinator plays a pivotal role in managing complex warranty claims from inception to resolution.

  • Initial receipt and subsequent delivery of warranty claims are meticulously managed, adhering to established protocols.
  • First-line support is provided for internal and external requests via phone and email, with all details meticulously logged into the CRM system.
  • End-to-end handling of warranty cases involves verifying warranty status, overseeing RMAs, ensuring compliance with OEM and internal standards, and issuing accurate invoices.
  • Internal stakeholders (Quality, Technical Support, Shipping, Warranty) are effectively coordinated with, as well as regional teams and distributors across EMEA, NA, LATAM, and APAC.
  • Customer support requests are tracked and resolved, with delays escalated as needed, while maintaining a customer-centric approach to ensure high satisfaction levels and timely resolutions.
  • Customer-reported problems are documented, severity defined, and timely follow-up on agreed actions ensured.
  • Warranty claim data is monitored and maintained in Oracle Engagement Cloud and Oracle Donna, guaranteeing high data quality.
  • Audit service standards, assign incidents correctly, and provide parametric data to customers.
  • Relevant reports are generated and issued.
  • Process improvements are promoted to reduce warranty claims and align with business objectives.
  • Clear communication, positive customer experiences, and effective collaboration with internal personnel are fostered.

The successful candidate will thrive in a high-performance culture that drives innovation and excellence.

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