Warranty Coordinator

Job Description About Us  Masco Home Products India (MHPI) is a fully owned subsidiary of Masco Corporation, headquartered in Livonia, MI. The vision of MHPI is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people, business solutions, execution, and partnerships with internal customers to develop “Lean and Simple” business solutions.  Headquartered in Livonia, Michigan, Masco Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr® paint; Delta® and Hansgrohe® faucets, bath and shower fixtures; Liberty® branded decorative and functional hardware; and HotSpring® spas. We leverage our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders.  For more information about Masco Corporation, please visit:        Masco Corporation, www.masco.com    Masco Home Products India (MHPI)  MHPI (Masco Home Products India) | LinkedIn Position Details     •    Business Unit Supported: Watkins Wellness  •    Website Link: www.watkinsmfg.com  •    Position: Warranty Coordinator •    Location: India (Permanent Remote)  •    Job Type: Permanent  •    Experience Required: At least two years’ related experience and/or training in a customer service environment •    Shift: 08:30pm- 5:30am IST •    Work Hours: Total 9 hrs (8:30 hrs working+ 30 min break) •    CTC: As per market standards  •    Notice Period: (Immediate joiner preferred) candidate serving notice and left with 30 working days’ notice period preferred.  •    Skill Assessment: You may be required to complete a skill assessment task prior to interview.  Job Summary •    Reports to: US Supervisor, Warranty Service  •    Under general supervision, inputs, verifies, coordinates, and maintains warranty claim information in a database. Responsible for evaluating each claim to ensure its accuracy and validity. Responds to requests from dealers regarding warranty reconciliations, warranty terms, and basic troubleshooting on warranty component replacement/repairs.   Other duties may be assigned as needed. Primary Responsibilities •    Responsible for responding to warranty inquiries via email promptly and professionally.   •    Investigate and resolve claim issues.  Understands and follows established warranty policies and business practices in carrying out these duties to approve or reject claims successfully.   •    Using expertise in data mining and analysis to explore historical data and discover patterns to support the adequacy of returns and elevate any warranty claim-related issues that require management review/input. •    Responsible for entering hard copy warranty claim information into the Warranty Database.    Key Skills Required •    Excellent English communication skills, both verbal and written.  •    Strong communication experience with international teams, including virtual collaboration tools, cross-time-zone and best communication practices.  •    Well-versed with remote working protocols/etiquettes  •    Ability to use a computer for 8.5 hours per day. •    Ability to use MS Office applications (Outlook, MS Teams,Excel, Word, and PowerPoint)  Must Have “Technical” Skills  •    At least two years’ related experience and/or training in a customer service environment; or equivalent combination of education and experience •    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Compose professional correspondence. Speak clearly and use proper phone etiquette. •    Experience in MS Office and ability to use Warranty Database and Navision.   Accurate/fast