About the role
As a Warranty & Claims Specialist, you will investigate and coordinate the end-to-end resolution of escalated product, warranty, and freight claims for the US market. You will combine practical technical assessment, careful documentation, cost-conscious resolutions, and cross-functional follow-through to deliver a strong after-sales experience.
At PERGOLUX, we create Scandinavian-inspired outdoor living solutions, guided by Integrity, Ambition, Innovation, Humility, Appreciation, and Unity.
What You’ll Do
- Review complete claims escalated by L1 Customer Service; assess warranty coverage, supporting evidence, product issues, and appropriate resolution paths under established policies.
- Investigate technical and product-related concerns, collaborating with Product Development or Quality Control where deeper analysis is needed; coordinate customer-facing updates with Customer Service.
- Prepare, submit, and follow up on freight claims with AIT and other approved logistics partners; document recoveries, claim costs, and opportunities to reduce avoidable expenses.
- Coordinate approved replacement parts, availability checks, warehouse fulfillment, and related inventory records to support accurate and timely resolutions.
- Maintain clear evidence, decisions, progress, and status updates in Zendesk, Jira, and applicable operational systems; flag exceptions and approvals outside assigned authority.
- Analyze recurring warranty and freight claim patterns and share actionable product, quality, logistics, and process improvement recommendations.
- Build practical product and component knowledge to support technical troubleshooting and exceptional cases within an agreed remit.
What You’ll Bring
- 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 accurately and consistently.
- Strong analytical judgment, organization, documentation accuracy, and practical cost-awareness in choosing or coordinating resolutions.
- Effective written and verbal communication and reliable collaboration with Customer Service, Logistics, Warehouse, and Product teams.
- Comfort with case-management or ERP/workflow tools, with the 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.
What Success Looks Like
- Timely, accurate, well-documented resolution of escalated claims within defined approval boundaries.
- Strong customer satisfaction, clear tracking of claim cost and freight recovery, and effective parts coordination.
- Evidence-based identification of recurring problems and practical process improvements.
Benefits
- Health insurance.
- Retirement Plan.
- Vacation and sick days.
- A vibrant, international work environment built on collaboration and creativity.
- Growth opportunities in a fast-scaling e-commerce company.
- Team Culture & Events – Join a supportive, international team with regular events, summer parties, and after-work gatherings.
- Employee discounts on all PERGOLUX products.
- Comfort & Convenience – Free drinks and snacks to keep you fueled throughout the day.
How to Apply Ready to build the future of outdoor living with us? Connect with us on PERGOLUX LinkedIn or explore open roles directly on the PERGOLUX Career Page.