Parts & Warranty Specialist

The role

The Parts & Warranty Specialist will manage service parts requests and warranty claims from submission to resolution. This role involves coordinating with service companies, technicians, vendors, and suppliers to ensure customers receive accurate updates.

What you will do

• Manage service parts requests and warranty claims from submission through resolution.
• Review and process warranty claims accurately and within established turnaround times.
• Coordinate with service companies, technicians, vendors, and suppliers to resolve equipment issues.
• Identify required parts and coordinate availability, ordering, and delivery.
• Track parts orders, shipment status, and estimated arrival dates.
• Follow up proactively on delayed parts, claims, vendor responses, and other outstanding cases.
• Provide technical and product-related support for parts and warranty inquiries.
• Communicate claim status, service updates, parts availability, and ETAs to customers and internal teams.
• Maintain complete and accurate records of parts orders, warranty claims, service activities, and customer communications.
• Manage multiple cases and deadlines while maintaining accuracy and timely follow-through.

Required qualifications

• 2–3 years of eCommerce experience, preferably involving technical products such as HVAC, electrical, plumbing, appliances, equipment, or similar products; OR 5+ years of customer service or technical
• Experience coordinating with vendors, suppliers, technicians, service providers, or other external partners.
• Experience handling a high volume of customer or service cases while meeting turnaround targets.
• Familiarity with CRM and ERP systems.
• Proficiency with Microsoft Office and Google Workspace.
• Strong written and verbal communication skills.
• Excellent organization, attention to detail, and follow-through.
• Ability to independently prioritize multiple cases, deadlines, and follow-ups.
• Proactive, customer-focused, and comfortable solving problems in a fast-paced environment.

Nice to have

• Parts coordination
• Warranty claims processing
• After-sales support
• Spare parts coordination
• Order entry
• Technical/customer support
• Working with international or China-based suppliers

About the company

restaurantsupply aims to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and leveraging industry buying power.