Seasonal Warranty Coordinator

Seasonal Warranty Coordinator

About Ernesta:

Ernesta is on a mission to bring gorgeous, design-focused custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience.  We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion dollar global rug industry.

Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We’re problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers. Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings.  Put simply, we believe more soft surfaces mean happier homes.

About The Role:

As a Seasonal Warranty Coordinator, you will work with the Ernesta Operations team to streamline and manage warranty claims.  You will leverage your problem-solving skills and attention to detail to handle a diverse range of tasks, ensuring timely and accurate resolution for our customers.  You will bring a curious mindset and an eagerness to learn as you work with a range of stakeholders internally and externally.  

What You'll Do:

• Process and manage warranty claims from start to finish, including verification, approval and resolution.
• Review and validate warranty claims documentation for accuracy and completeness before processing.
• Act as the primary point of contact between Operations and Customer Experience (CX) on all warranty claims, providing updates and collaborating on resolution.
• Liaise with vendors to ensure timely processing and resolution of warranty claims.
• Accurately enter warranty claim information into Ernesta databases.
• Ensure all warranty processing activities comply with company policies, procedures, and legal requirements.
• Generate and analyze reports on warranty claims, processing times, and resolution rates to identify trends and areas for improvement.
• Handle escalations as needed and collaborate with Merchandising, Customer Experience, Fabrication, and other teams to determine the best solution.
• Provide training and support to new team members on warranty processing procedures and best practices.
• Identify and recommend improvements to warranty processing procedures to enhance efficiency and customer satisfaction.
• Perform other duties as needed in support of Ernesta Operations

Key Qualifications Include:

• Prior experience in warranty processing including: processing, verification and resolution preferred
• Prior experience customer service is a plus
• Prior experience working with vendors or suppliers
• Familiarity with with Google Sheets and Google Docs
• Familiarity with databases is a plus
• Familiarity with Shopify or another OMS
• Attention to detail
• Ability to prioritize and manage time efficiently
• Ability to be an effective team member and navigate ambiguous situations
• Ability to communicate effectively

Ernesta is committed to inclusion. We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The anticipated base pay for this role is $32 per hour. The actual base pay is dependent upon many factors, such as: experience, education, and skills. This role is not eligible for health benefits and flexible paid time off..