Aftermarket & Warranty Customer Service Specialist

Benefits

Pulled from the full job description

Full job description

Aftermarket & Warranty Customer Service Specialist

Location: Sulphur Springs, TX
Company: Liberty Trailers

Position Summary

Liberty Trailers is seeking a highly motivated, detail-oriented, and customer-focused Aftermarket & Warranty Customer Service Specialist to serve as the primary point of contact for our dealer network regarding parts orders and warranty claims.

This individual will operate as a business within the business, taking ownership of the full aftermarket experience—ensuring our dealers receive timely, accurate, and professional support. This role is critical to protecting Liberty Trailers’ reputation in the field and strengthening long-term dealer relationships.

Key Responsibilities: Dealer Support & Customer Service

• Serve as the primary contact for all dealer inquiries related to parts and warranty
• Deliver best-in-class customer service, ensuring fast response times and clear communication
• Build strong, trusted relationships with Liberty Trailers dealers
• Proactively follow up to ensure issues are fully resolved

Aftermarket Parts Management

• Process and manage all dealer parts orders accurately and efficiently
• Coordinate with internal teams (inventory, purchasing, production) to ensure availability and fulfillment
• Track and communicate order status, lead times, and backorders
• Identify opportunities to improve parts availability and fulfillment speed

Warranty Claims Administration

• Review, validate, and process all warranty claims submitted by dealers
• Ensure claims are handled in accordance with Liberty Trailers’ warranty policies
• Approve, deny, or request additional information on claims with professionalism and consistency
• Track warranty trends and identify recurring issues for internal improvement

Problem Resolution

• Act as the quarterback for resolving dealer issues quickly and effectively
• Coordinate with production, engineering, and quality teams to resolve product-related concerns
• Take ownership of problems until they are fully resolved

Data, Reporting & Continuous Improvement

• Maintain accurate records of all parts orders and warranty claims in ERP systems
• Analyze data to identify:
• Frequent warranty issues
• High-volume parts demand
• Opportunities to reduce warranty costs
• Provide feedback to leadership on product quality, dealer concerns, and operational improvements

Key Performance Metrics (KPIs)

• Response time to dealer inquiries
• Warranty claim turnaround time
• Dealer satisfaction / feedback
• Parts order accuracy and fulfillment time
• Reduction in repeat warranty issues
• Warranty cost as a % of revenue

QualificationsRequired

• Minimum 3–5 years of experience in customer service, parts management, warranty administration, or a similar role
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with ERP systems and Microsoft Excel

Preferred

• Experience in manufacturing, trailers, automotive, or equipment industry
• Familiarity with parts diagrams, BOMs, or mechanical components
• Experience working with dealer networks or B2B customers

Core Competencies

• Ownership mentality – treats the role like their own business
• Problem solver – finds solutions, not excuses
• Customer-first mindset – prioritizes dealer experience
• Process-driven – creates structure and consistency
• Data-oriented – uses data to improve decisions and outcomes

What Success Looks Like

• Dealers consistently say Liberty Trailers is easy to work with
• Warranty claims are handled quickly, fairly, and consistently
• Parts are shipped accurately and on time
• Internal teams receive clear, actionable feedback to improve products
• The aftermarket function becomes a competitive advantage for Liberty Trailers

Why Join Liberty Trailers

• Be part of a fast-growing, high-performance manufacturing company
• Opportunity to build and own a critical function within the business
• Direct impact on customer satisfaction and company reputation
• Work in a team that values accountability, speed, and continuous improvement

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person