Job Description

Company Overview

Restwell Sleep Products is a well stablised privately owned and operated manufacturer and distributor of mattresses, foundations, and other related sleep products. With over 35 years in business, our manufacturing location is based in Surrey, BC, and we supply some of Canada's largest national retail chains, as well as hundreds of independently owned retail bedding and furniture stores in Western Canada, with such well-known brands as Spring Air, NOVO Sleep, and Pure Energy.

Our workplace culture is both energetic & respectful, plus our team is close-knit and fun to work with! We are looking for the person who assumes this role to be a driving part of what makes our company special, as well as successful!

Summary

The Customer Service and Warranty Manager is responsible for collecting information on current and potential warranty claims, following up with customers regarding claims, and maintaining an accurate database. Liese with different departments within the organization to maintain accuracy of product inventory and customer inquiries. The role involves delegating work responsibilities and facilitating communication with various departments and schedule pickups and returns.

Additionally, the Customer Service and Warranty Manager serves as the primary point of contact for customer inquiries regarding product warranties, creates tickets, repairs and maintains products as specified by customers, oversees inventory control, and manages product returns for credit, disposal, or resale. The Customer Service and Warranty Manager is responsible for covering shifts for the Logistics Coordinator. In this role, they coordinate drivers and manage the pickups and deliveries of products to ensure smooth operations.

RESPONSABILITIES

Customer Service

Handle incoming telephone or email queries from Customers or Distributors with regard to warranties or other related customer service inquiries Communicate with the Plant Manager & Shipping Manager with respect to the quantity of items to be produced and shipped to ensure that we are within guidelines. Strive for customer satisfaction throughout the entire cycle of the inquiry and or warranty life cycle Prioritize urgent or unique claim or warranty-related issues, escalating matters when appropriate Resolve and assist related customer issues in a professional and courteous manner Foster and maintain excellent relations between Customers or Distributors and Restwell Prepare reports for the Shipping Manager with respect to deliveries to the Interior / Alberta to ensure that full trailers are dispatched. Greet customers as they come in to pick up products and advise loaders

Warrranty Claims

Oversee the opening and closing of all warranty claims Process and prioritize all claims in a timely manner, promptly approving or rejecting claims Obtain or receive necessary information to analyze, diagnose and process claims, including photographs and in-depth data gathering from consumers Verify data collected to ensure requirements established by warranty policy are met to accept a return or issue credit Communicate details of warranty polices with customers or distributors and requirements for the product to be approved for repair, comfort adjustment or return credit Provide estimates of costs for repairs or comfort adjustments and provide quotes to customers for work to be performed Ensure claims are resolved and closed within set guidelines and in a timely manner Coordinate shipping of warranty-related goods Track all Warranty Claims and External Quality Failures Process all warranty paperwork to ensure proper documentation File and maintain all up-to-date warranty records Continuous communication with Sales Reps regarding orders that have been sent in for processing with missing information.

Financials & Administrations

Create, sort, and file customer invoices and credit notes. Sort truck summary report/matching signed copies to original orders and accurate pricing Managing the budget effectively within their department. Submit documentation for Invoicing and processing of payment to the accounting department, including the release of credit notes Confirm that all ordered items are Authorized products. If unauthorized products are included, complete the appropriate form and submit it to the sales representative for approval. Review each order to ensure completeness, including the production date, delivery date, order details (model number, quantity, size), delivery location, and any applicable special freight charges (collect, COD, prepaid). Maintain Returns (RAN) Database to ensure information and data are complete for each case being processed Maintain and update the Production Whiteboard as needed. Communicate with the Plant Manager and relevant staff regarding quantities and constraints for specific dates or time periods. Enter Repair Orders once finalized by the production floor and ensure completion of all necessary documentation. Print the Delivery Slips and forward them to the appropriate team for matching and confirmation of the delivery of repaired goods. Coordinate RAN pickup and delivery with the scheduler and advise the customer Evaluate the potential disposal of certain assets through write-off when deemed appropriate.

Team Contribution

Fostering team spirit through positive, constructive interpersonal communication and problem-solving. Contributing as a team member through assistance in achieving team goals/projects Understanding and upholding the Company Safety Program. Be an active change agent in the pursuit of continuous improvement Create, implement and train team members in new procedures Assist in delivery confirmation calls (24-hour notice) with appropriate departments Assist as a secondary Logistic Coordinator to manage drivers, pickups, and product deliveries. Collaborate with the operations department to keep an accurate inventory of products and raw materials

REQUIREMENTS

five (5) + years of experience in product warranty, customer care, products repairs, budget, supervisory and inventory control A college diploma or certificate in finance management, business administration or economics Excellent time management and negotiation skills Must posses leadership skills and active learning Excellent attention to detail and mathematics Able to work independently and/or part of a team Excellent communication skills: reading, speaking and writing Must possess great skills at multi-tasking, accuracy forecasting and a sense of urgency Great understanding of technology and innovation, experience importing and utilizing the database portals and excellent knowledge of industry standards.

PERSONAL ATTRIBUTES

Essential personal traits include a strong sense of accountability and a proactive mindset. The ideal candidate should exude a positive attitude, demonstrating a readiness to embrace and embody Restwell's core values. They should be creative thinkers, confident in their abilities, and adaptable in various situations.

An approachable demeanour is crucial, as is a genuine willingness to learn and grow. This individual should inspire trust and be easy to connect with, fostering an environment of collaboration and innovation.

If you are passionate about delivering exceptional customer experiences and want to be part of a dedicated team at Restwell Mattress Company Ltd., we invite you to apply today!

Job Types: Full-time, Permanent

Pay: From $35.00 per hour

Expected hours: 40 per week

Benefits:

Casual dress Company events Dental care Extended health care Life insurance Mileage reimbursement On-site parking Paid time off Store discount Tuition reimbursement Vision care Wellness program
Ability to commute/relocate:

Surrey, BC: reliably commute or plan to relocate before starting work (required)
Education:

AEC / DEP or Skilled Trade Certificate (required)
Experience:

Warranty Management: 5 years (required)
Language:

English (preferred)
Location:

Surrey, BC (required)
Work Location: In person