Front Desk/Warranty Coordinator

About the role

The Front Desk / Warranty Coordinator serves as the first point of contact for Iowa Rotocast Plastics and Grizzly Coolers by greeting visitors, answering incoming calls, and coordinating the company's warranty and Return Merchandise Authorization (RMA) process from initial claim through resolution. This role also coordinates the creation, maintenance, and shipment of sales brochures for reps and clients, and maintains the company's image and quote libraries.

Responsibilities

• Answer incoming phone calls and direct them to the appropriate department or individual
• Greet and welcome visitors, customers, applicants, and vendors in a friendly and professional manner
• Create, maintain, and ship sales brochures to sales representatives and clients as needed
• Process product warranty intake, including logging and reviewing claims for completeness and accuracy
• Communicate internally with production, quality, and sales teams regarding warranty case details and status
• Provide clear, timely, and professional communication with clients regarding warranty claims and resolutions
• Create and manage warranty cases from intake through resolution
• Process Return Merchandise Authorizations (RMAs)
• Enter warranty orders accurately into Epicor
• Compile and distribute monthly warranty reports
• Maintain and organize the company's image library and quote library, assigning appropriate attributes/tags to each image and quote for searchability
• Box and prepare brochures and related materials for shipment (packages up to approximately 20 lbs)
• Perform other front desk and administrative duties as assigned
• Maintain a clean, organized, and professional reception area

Requirements

• High School Diploma or equivalent required
• Prior customer service, front desk, or administrative experience preferred
• Exceptional interpersonal skills with the ability to interact professionally with customers, sales representatives, and internal staff
• Strong written communication skills, particularly via email
• Bilingual (English/Spanish) communication skills are preferred but not required
• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously
• Proficiency with Microsoft Excel, Microsoft Word, and Microsoft Outlook required
• Experience with Epicor preferred; willingness and ability to learn required
• Ability to work independently and prioritize tasks in a fast-paced environment

Schedule

• Standard schedule: 7:00 AM – 4:00 PM Monday-Friday
• Overtime: Based on production demand; may include extended shifts or additional hours as needed

Benefits

• Competitive performance-based wages
• Generous benefit plans: Medical, Dental, HSA, DCA, Life, and Disability
• Employee Health Program
• 401(k) pension plan with employer match
• Paid time off
• Nine paid holidays
• Bereavement leave
• Employee events
• Employee discounts on IRP & Grizzly products
• Employee Referral Bonus Program