Warranty & Claims Specialist

The role

You will investigate and coordinate the end-to-end resolution of escalated product, warranty, and freight claims for the US market. This involves technical assessment, documentation, and cross-functional follow-through to deliver an after-sales experience.

What you will do

• Review complete claims escalated by L1 Customer Service
• Assess warranty coverage, supporting evidence, product issues, and resolution paths
• Investigate technical and product-related concerns with Product Development or Quality Control
• Coordinate customer-facing updates with Customer Service
• Prepare, submit, and follow up on freight claims with AIT and other logistics partners
• Document recoveries, claim costs, and opportunities to reduce expenses
• Coordinate approved replacement parts, availability checks, and warehouse fulfillment
• Maintain evidence, decisions, and status updates in Zendesk, Jira, and operational systems
• Analyze recurring warranty and freight claim patterns
• Build product and component knowledge for technical troubleshooting

Required qualifications

• Experience in product warranty administration, warranty claims, dealership warranty or parts operations, technical after-sales support, or closely related customer-claims work
• Ability to interpret warranty terms, product/technical information, photographs, and claim documentation
• Strong analytical judgment, organization, documentation accuracy, and practical cost-awareness
• Effective written and verbal communication
• Reliable collaboration with Customer Service, Logistics, Warehouse, and Product teams
• Comfort with case-management or ERP/workflow tools
• Ability to learn Zendesk and Jira
• High school diploma or equivalent

Nice to have

• Experience with consumer durables, manufacturing, home improvement products, automotive warranty/parts desks, or freight claims
• Experience with carrier recovery, spare-parts coordination, or product technical troubleshooting

Benefits

• Health insurance
• Retirement Plan
• Vacation and sick days
• Vibrant, international work environment
• Growth opportunities in a fast-scaling e-commerce company
• Team Culture & Events
• Employee discounts on all PERGOLUX products
• Free drinks and snacks

About the company

PERGOLUX creates Scandinavian-inspired outdoor living solutions, guided by Integrity, Ambition, Innovation, Humility, Appreciation, and Unity.