Supervisor, Warranty Claims

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.

WHAT YOU'LL DO

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 technologies.
• Develop project plans, track milestones, and ensure timely execution while keeping stakeholders informed of progress and outcomes.

LEADERSHIP COMPENTENCIES:

Cornerstone Building Brands (CBB) Values and Behaviors & Mindsets

• Act consistently with CBB's Values (Safety, Integrity, & Inclusion) and Behaviors & Mindsets (Customer-Centricity, Interconnectedness, Continuous Improvement).

Anticipation

• Proactively identify and solve issues before they become problems.

Collaboration

• Highly collaborative team player. Partners with others with respect and humility.

Business & Financial Acumen

• Strong understanding of the business and ability to understand the financial impact of decisions and actions and make informed decisions to maximize ROI on activity.

Change Management

• Ability to lead changes in a way that brings people along in the journey.

Energy

• High positive energy to take on complex business challenges in a fast-paced environment and ability to energize others towards the achievement of business objectives.

WHAT YOU'LL NEED

Preffered Skills:

• In-depth knowledge of window and door products, customer service, and warranty procedures.
• Exceptional communication and interpersonal skills, enabling effective customer relations and team leadership.
• Strong organizational and problem-solving abilities, with the capability to manage multiple priorities and high-pressure situations.
• Problem-Solving, Negotiation, and Communication: Strong analytical and interpersonal skills to resolve complex warranty issues and communicate effectively with customers and internal teams.
• Experienced with Dynamic CRM and Microsoft Office applications (Word, Excel, PowerPoint) to manage claims, track performance, and generate reports.
• Ability to prioritize multiple responsibilities and manage competing deadlines effectively.

Education:

• High school diploma or equivalent required. Associate or bachelor's degree in construction management, Business Administration, or a related field is preferred.

Experience:

• 3+ years in warranty claims, customer support, or related roles; 2+ years in a supervisory or leadership capacity.
• 10%-20% travel

All your information will be kept confidential according to EEO guidelines.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where welive, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

Cornerstone Building Brands is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster herealong with This Organizations Participation in E-Verify Poster here.If you'd like to view a copy of the company's affirmative action planfor protected veterans or individuals with disabilities or policy statement, please contact Human Resources at 281-897-7788 or HRCompliance@cornerstone-bb.com. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or HRCompliance@cornerstone-bb.com. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

All your information will be kept confidential according to EEO guidelines.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Notice of Recruitment Fraud

We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.