Supervisor, Warranty Claims

Job Description

ABOUT THE ROLE

The Field Service Supervisor at Cornerstone Building Brands is responsible for leading and managing warranty claims representatives for both residential and commercial window products, ensuring exceptional customer satisfaction. Reporting directly to the National Claims Manager, this role you will lead a team responsible for managing warranty claims efficiently and ensuring a positive experience for our customers. You will leverage Dynamic CRM to oversee workflows, track claims, and monitor service performance.

This role balances operational excellence with team leadership, providing you the opportunity to drive customer satisfaction while fostering professional growth within your team. As the primary point of contact for escalated issues, the supervisor guarantees efficient problem resolution while upholding company policies and warranty protocols.

Team Leadership & Supervision:

• Lead, mentor, and motivate a team of Warranty Claims Specialists to achieve individual and team performance goals.
• Assign workloads, monitor productivity, and ensure proper coverage during peak claim periods.
• Conduct regular 1:1s and team meetings to provide coaching, feedback, and professional development guidance.
• Evaluate performance using Dynamic CRM dashboards and KPIs, providing actionable feedback to improve efficiency and quality.
• Foster a collaborative, customer-focused team culture that emphasizes accountability, continuous learning, and engagement.
• Support hiring, onboarding, and training efforts to ensure new team members are fully prepared to handle claims effectively.
• Recognize high performance and address performance gaps promptly, using a fair and consistent approach.

Warranty Service Management:

• Oversee the end-to-end warranty claims process, ensuring timely and accurate resolution of customer issues.
• Review, approve, and manage claims within established thresholds, ensuring compliance with company policies.
• Utilize Dynamic CRM to track claims, monitor workflows, and generate reporting on key metrics such as claim volume, resolution time, and customer satisfaction.
• Collaborate with Operations, Sales, and Product teams to resolve complex claims and identify root causes.
• Develop and implement process improvements to streamline warranty service, reduce errors, and enhance customer experience.
• Ensure warranty documentation and communication are clear, consistent, and meet internal and external standards.
• Monitor trends in warranty claims to proactively address recurring issues and support product quality initiatives.

Customer Engagement:

• Regularly interact with customers to ensure warranty issues are addressed promptly and accurately.
• Monitor service dashboards to ensure team members meet targeted service levels and maintain high-quality interactions.
• Collaborate with Sales, Operations, and Product teams to ensure claims resolution aligns with business objectives.

Escalation Management:

• Serve as the primary escalation point for complex customer issues, resolving high-priority concerns with a focus on customer satisfaction.
• Monitor Days to Close (DTC) metrics for escalated claims to ensure prompt resolution and identify opportunities to reduce cycle times.
• Analyze escalation trends and DTC data to identify root causes, implement process improvements, and prevent recurring issues.
• Track and report on escalated claims performance, providing actionable insights to leadership for continuous service improvement.

Reporting & Process Optimization:

• Drive the development and implementation of streamlined procedures to optimize warranty service operations.
• Analyze service performance data to identify trends, challenges, and opportunities for process improvements.
• Prepare and present regular reports to management, highlighting warranty service performance, customer feedback, and suggested improvements.
• Lead continuous improvement initiatives by gathering feedback from team members, evaluating current processes, and implementing solutions to optimize performance.
• Lead cross-functional projects aimed at improving warranty claims processes, enhancing customer experience, or implementing new tools and…