Warranty Claims Representative

Cornerstone Building Brands, headquartered in Cary, North Carolina, is the largest manufacturer of external building products in North America with over $6 billion in annual revenue and an expansive North American footprint that includes almost 20,000 employees, operating in +70 manufacturing facilities, supported by a network of +80 distribution and branch office facilities. We have a broad product offering with a well-regarded brand portfolio including the #1 position in windows, vinyl siding, metal accessories, metal roofing and wall systems, and insulated metal panels. We believe every building we create, and every part of that building, positively contributes to communities where people live, work and play

The Warranty Claims Representative will manage incoming warranty claims from initial request to resolution efficiently, timely, and cost-effectively while providing a premier customer experience.

This position is responsible for developing, leading, and executing in the following areas:

• Receives and validates incoming warranty claims
• Initiates clarification calls to customers, as required
• Maintains contact and claim information in Dynamics 365 CRM
• Creates detailed work orders for CBB Technicians and third-party vendors (optimizing cost and efficiency)
• Host product standards and compliance discussions with customers
• Monitors performance on all assigned claims and resolves utilizing the most cost-effective solution
• Manages all assigned claims to increase customer satisfaction and decrease lead times for completion
• Administers service reimbursements and prepares settlement letters on assigned claims when applicable
• Research to identify the root cause and lead/participate in long-term solutions with plant personnel, sales, and other departments as needed
• Prepares communications to management.
• Other duties as required

 The successful candidate will have the following attributes & characteristics:

• Supports achievement of business results through effective implementation of assigned job responsibilities
• Ability to work independently but focused on the team's overall goals
• Ability to manage difficult discussions and mitigate customer dissatisfaction
• Demonstrated strong verbal and written communication skills
• Willingness to grow within the position in a progressive, ever-changing environment
• Must be able to show attention to detail in a fast-paced environment
• Demonstrates a high level of curiosity and desire to solve problems

The successful candidate will have the following knowledge, skills and abilities:

• Ability to understand and interpret the customer’s claim and applicable warranty coverage
• Ability to read, analyze, and interpret product design specifications, drawings, and order confirmations
• Ability to analyze a situation to determine the root cause and provide solutions
• Ability to communicate effectively, both orally and written
• Proficient in Microsoft Excel, Word, and PowerPoint with the ability to learn new systems for advanced productivity
• Strong analytical skills that allow for out-of-the-box solutions
• Ability to self-direct, make decisions, and take initiative
• Ability to provide exceptional customer service
• Ability to work remotely including reliable Wi-Fi accessibility
• A small amount of travel for training and team-building sessions may be required

The successful candidate will have the following background:

• High School Diploma or equivalent required; Bachelor’s degree preferred
• Professional experience in a claims or service role (1+ years or more), preferably within the building materials industry
• Experience in Ordering/Quoting systems is desired (AccuQuote preferred)
• Experience with CRM systems is desired

This is a full-time remote position. Must be willing to travel as required.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Pay range for this role is 21-22 an hour. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

All your information will be kept confidential according to EEO guidelines

Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan or policy statement, please contact Human Resources at 281-897-7788 or [email protected]. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [email protected]. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Notice of Recruitment Fraud
We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.