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Cornerstone Building Brands · 1 day ago

Supervisor, Warranty Claims

Cary, NC

Full-time

Onsite

Mid, Senior Level

$70K/yr - $80K/yr

3+ years exp

Cornerstone Building Brands is a company focused on providing exceptional customer satisfaction in the building industry. The Field Service Supervisor will lead a team of warranty claims representatives, manage the warranty claims process, and ensure a positive experience for customers while fostering professional growth within the team.

Building MaterialManufacturingReal Estate

Responsibilities

Lead, mentor, and motivate a team of Warranty Claims Specialists to achieve individual and team performance goals

Assign workloads, monitor productivity, and ensure proper coverage during peak claim periods

Conduct regular 1:1s and team meetings to provide coaching, feedback, and professional development guidance

Evaluate performance using Dynamic CRM dashboards and KPIs, providing actionable feedback to improve efficiency and quality

Foster a collaborative, customer-focused team culture that emphasizes accountability, continuous learning, and engagement

Support hiring, onboarding, and training efforts to ensure new team members are fully prepared to handle claims effectively

Recognize high performance and address performance gaps promptly, using a fair and consistent approach

Oversee the end-to-end warranty claims process, ensuring timely and accurate resolution of customer issues

Review, approve, and manage claims within established thresholds, ensuring compliance with company policies

Utilize Dynamic CRM to track claims, monitor workflows, and generate reporting on key metrics such as claim volume, resolution time, and customer satisfaction

Collaborate with Operations, Sales, and Product teams to resolve complex claims and identify root causes

Develop and implement process improvements to streamline warranty service, reduce errors, and enhance customer experience

Ensure warranty documentation and communication are clear, consistent, and meet internal and external standards

Monitor trends in warranty claims to proactively address recurring issues and support product quality initiatives

Regularly interact with customers to ensure warranty issues are addressed promptly and accurately

Monitor service dashboards to ensure team members meet targeted service levels and maintain high-quality interactions

Collaborate with Sales, Operations, and Product teams to ensure claims resolution aligns with business objectives

Serve as the primary escalation point for complex customer issues, resolving high-priority concerns with a focus on customer satisfaction

Monitor Days to Close (DTC) metrics for escalated claims to ensure prompt resolution and identify opportunities to reduce cycle times

Analyze escalation trends and DTC data to identify root causes, implement process improvements, and prevent recurring issues

Track and report on escalated claims performance, providing actionable insights to leadership for continuous service improvement

Drive the development and implementation of streamlined procedures to optimize warranty service operations

Analyze service performance data to identify trends, challenges, and opportunities for process improvements

Prepare and present regular reports to management, highlighting warranty service performance, customer feedback, and suggested improvements

Lead continuous improvement initiatives by gathering feedback from team members, evaluating current processes, and implementing solutions to optimize performance

Lead cross-functional projects aimed at improving warranty claims processes, enhancing customer experience, or implementing new tools and technologies

Develop project plans, track milestones, and ensure timely execution while keeping stakeholders informed of progress and outcomes

Qualification

Dynamic CRMWarranty claims managementTeam leadershipCustomer serviceProblem-solvingCommunication skillsMicrosoft OfficeOrganizational skillsNegotiation skillsCollaboration

Required

High school diploma or equivalent required

3+ years in warranty claims, customer support, or related roles; 2+ years in a supervisory or leadership capacity

Ability to prioritize multiple responsibilities and manage competing deadlines effectively

Strong understanding of the business and ability to understand the financial impact of decisions and actions and make informed decisions to maximize ROI on activity

High positive energy to take on complex business challenges in a fast-paced environment and ability to energize others towards the achievement of business objectives

Preferred

In-depth knowledge of window and door products, customer service, and warranty procedures

Exceptional communication and interpersonal skills, enabling effective customer relations and team leadership

Strong organizational and problem-solving abilities, with the capability to manage multiple priorities and high-pressure situations

Problem-Solving, Negotiation, and Communication: Strong analytical and interpersonal skills to resolve complex warranty issues and communicate effectively with customers and internal teams

Experienced with Dynamic CRM and Microsoft Office applications (Word, Excel, PowerPoint) to manage claims, track performance, and generate reports

Associate or bachelor's degree in construction management, Business Administration, or a related field is preferred

Benefits

Medical, dental and vision benefits starting day 1

PTO

Paid holidays

FSA

Life insurance

LTD

STD

401k

EAP

Discount programs

Tuition reimbursement

Training

Professional development

Company

Cornerstone Building Brands

Glassdoor3.2

Cornerstone Building Brands provide complete building solutions for the residential and commercial markets. It is a sub-organization of Fortify Building Solutions.

Founded in 2018

Cary, North Carolina, USA

10001+ employees