Warranty Coordinator

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 alpha-numerical data entry skills and 10-key pad. • Attention to detail is required

Preferred Skills • Basic math skills include adding, subtracting, multiplying, and dividing into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Demonstrated proficiency in Salesforce for managing day to day case handling, including creating, updating, and tracking cases; documenting detailed case notes; and maintaining accurate customer records. Skilled in using Salesforce tools to communicate effectively with internal teams and external customers, follow established workflows, and ensure timely and professional case resolution

Education • Must have bachelor’s degree.

Other Mandatory Requirement: • Must Have Broadband Availability: Minimum 30 MBPS - Only connections from national service providers such as Jio, Tata, Airtel, or Hathway Fiber are acceptable. Local or unverified internet providers are not aligned with MHPI IT policy and should not be used for official work.

• Home Office Setup (Mandatory): - working space to accommodate two monitors +1 laptop (necessary equipment will be provided + additional tools -role if any). - The candidate must have access to a quiet and dedicated home office environment that supports productive remote work.

• IT Asset Arrangement: - All necessary equipment (based on role)- including One/two monitors, one laptop, and supporting accessories will be provided by the company. Candidates must ensure safe and secure setup and usage of these assets.

This setup is non-negotiable and essential to ensure uninterrupted workflow, secure data handling, and effective collaboration. Candidates who do not meet this requirement will not be considered.

Disclaimer It has come to our attention that there have recently been some employment scams that have utilized reputable companies’ names, including ours, to solicit personal information as part of a fraudulent hiring scam. Please note that all of our open positions are posted at https://jobs.masco.com or https://www.linkedin.com/company/masco-home-products-private-limited and any role not posted there is not a role we have open. If you are seeking a position at Masco Home Products Private Limited (MHPI), we recommend that you write to us on Careers.MHPI@masco.com if you have any questions about our hiring process, need to verify a Masco Home Products Private Limited (MHPI) job posting or offer or need to speak with a MHPI representative directly.