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Customer Service Representative- Warranty
Associated Materials Innovations
Processes warranty claims, orders parts, and coordinates communication with customers and service providers.
9d ago
Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Cuyahoga Falls, OH
Office Full-Time
Company Size
3,000 Employees
Service Specialisms
Exterior Cladding Solutions
Window and Door Solutions
Metal Product Solutions
Quoting and Ordering Support
Specification and Design Support
Supply Chain & Logistics Support
Marketing & Sales Support
Warranty Services
Sector Specialisms
Residential
Commercial
New Construction
Remodeling
Multi-family
Exterior Building Products
Windows
Doors
Role
What you would be doing
as400 order
docuware scanning
salesforce claims
contractor scheduling
escalation management
warranty coordination
- Order Entry in AS400 system for needed parts on approved claims
- Appropriately handle escalations/complaints to senior management
- Work with contractors to schedule and support warranty issues
- Focus on execution and timely responses to service providers and homeowners
- Identify and coordinate warranty resolutions with service providers and homeowners
- Schedule subcontractors to support warranty initiative lead times and customer satisfaction and ensure jobs are handled timely
- Log incoming mail and scan all documents to Docuware document management system
- Communicate with homeowners, distributors, and contractors on claim process and approval or denial decisions
- Confirm with service providers and homeowners to ensure customer satisfaction
- Initiate, process, and track progress of warranty claims in Salesforce CRM system
- Learn and maintain working knowledge of warranty coverage and warranty documents
What you bring
high school
microsoft office
salesforce
docuware
as400
customer service
- Fenestration or building products industry experience preferred
- Strong computer skills including Microsoft Office Suite and internet
- High school diploma
- Ability to manage multiple priorities and meet deadlines in high-volume processing department
- Regular communication with Warranty Manager and corporate Warranty Services department
- Ability to prioritize multiple tasks simultaneously
- Strong customer service skills
- Ability to read maps
- Strong attention to detail
- Excellent oral and written communication skills
- The atmosphere is that of an office environment where sitting for prolonged periods of time are critical. Frequent use of company communication devices is required such as a computer, phone, and other office electronics.
- Ability to communicate, both written and verbal with customers, internal organizations across AMI cross functionally
- Ability to follow-up and drive closure to claim execution in support of customer commitments
- Ability to work independently and in team environments
- Ability to work in a fast-paced, high-volume environment
- Ability to understand and enforce warranty policy
- Ability to work cohesively within a strong team environment and support teammates at all levels
- Knowledge of SalesForce.com, Docuware, and AS400 experience preferred
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
Founded 1947
Year Established
The company traces its roots back to 1947, marking nearly eight decades in the exterior building products space.
Revenue $1B-$5B
Annual Revenues
Annual revenues are estimated to be between $1 billion and $5 billion, reflecting significant market presence.
- Originally focused on vinyl siding, the company has expanded into composite cladding, windows, patio doors, and metal trim products under brands like Gentek®, ASCEND®, Alpine®, and Preservation®.
- With operations across North America, it supplies both residential and commercial multi-family projects.
- It builds on partnerships with logistics and AI-forecasting platforms (Ryder for delivery tracking, Palantir for demand forecasting) and proprietary quoting tools (WindowExpress, Customer Portal) to streamline ordering and distribution.
- Typical projects include new-build communities, multi-family developments, remodeling jobs, and architect-led residential or commercial builds seeking durable, energy-efficient cladding and fenestration.
- Its sector specialisms span residential, commercial, and multifamily exterior building materials, with expertise in siding, cladding systems, windows, doors, and metal components.
- Noteworthy is its ASCEND® composite cladding brand—offering wood-look aesthetics with low maintenance—and its integration of digital forecasting and real-time delivery tracking that support faster lead times.
- Safety above all else
- Lead with trust
- Speak the truth
- Integrity
- Transparency
- Investing in sustainability improvements (per Careers page mention of investments)
- Committed to continuous sustainability efforts (per Careers page)
- Making key investments to improve diversity (per Careers page)
- No publicly disclosed gender-related statistics or specific DEI metrics available
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