Customer Experience Specialist supporting clients with inquiries and technical issues. Communicating in English and Bulgarian while working in a hybrid environment.
About the role
- Service Support Specialist overseeing warranty and parts for Brunswick Boat Group. Collaborating with leadership to enhance dealer service support.
Responsibilities
- Provides oversight within the parts and warranty focus area, supporting Brunswick Boat Group’s (BBG) multi-brand organization.
- Interprets and applies BBG’s warranty policies and procedures, ensuring consistency and efficiency in warranty and parts support operations.
- Independently determines the processing of dealer warranty and parts inquiries.
- Leads and participates in key strategic initiatives to develop and enhance dealer service support within BBG.
- Partners with senior leadership to ensure KPIs are continually promoting achievable departmental advancement while concurrently fulfilling the KPIs.
- Regularly audits and analyzes Tier 1 claims and accessory orders to identify operational efficiencies, compliance gaps and training opportunities.
- Documents all interactions and decision-making rationale in Salesforce CRM.
- Cross-trains and provides oversight for multiple brand areas within BBG.
- Manages and oversees the resolution of all warranty and pre-authorization claims, including assessing, approving, or denying claims.
- Analyzes trends and proactively identifies product improvement opportunities and quality challenges to the internal Customer Service and plant quality teams.
- Exercises independent judgment and exhibits strong decision-making skills by strategically adjusting labor rates, flat rates, and warranty repairs, and extending goodwill gestures, based on the specific circumstances of each case, including business impact and customer relations strategy.
- Oversees resolution of escalated registration corrections, research requests, and document requests for MSOs and Certificates of Origin.
- Manages warranty compliance for open service campaigns and recalls.
- Analyzes common warranty issues and develops and presents them to brand level quality teams.
- Identifies product reliability trends, works with teams cross functionally in order to project trends and apply solutions proactively.
- Manages dealer inquiries for all part inquiries.
- Maintains P&A Parts including current and non-current parts, and kits.
- Composes and oversees Purchase Orders to vendors.
- Researches part pricing and acquisition to ensure accuracy across BBG.
- Conducts price benchmarking and updates inquiries from vendors.
- Collaborates with global teams to fulfill orders, project demand, and manage non-current parts.
- Designs and implements dealer training support as needed.
Requirements
- High School Diploma or GED
- Boating experience and knowledge of fiberglass and aluminum boats
- Ability to quickly learn and navigate through software and online programs
- Ability to independently assess and resolve complex issues using sound judgment and discretion
- Verbal and written interpersonal skills with a customer service focus
- Strong analytical and decision-making skills.
- Familiarity with OBMS and Compass environment preferred
- Familiarity with Salesforce.com environment preferred
Benefits
- medical
- dental
- vision
- paid vacation
- 401k (up to 4% match)
- Health Savings Account (with company contribution)
- wellbeing program
- product purchase discounts
Job title
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