Warranty Repair Call Center Representative

We're Hiring: Warranty Call Center Representative

Location: Torrance, CA
Company: Pelican Products

Who We Are

At Pelican, we engineer products that stand up to the world's toughest conditions-because the people who rely on us do too. For nearly 50 years, we've been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.

With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it's transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.

At Pelican, your work has a real-world impact. You'll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn't an option. If you're ready to build something that makes a difference, be part of a team that protects what matters most.

What You'll Do:

Under minimal supervision the Warranty Repair Call Center Representative I answer incoming end user calls and provides support or redirects the call as needed.

• Handles inbound customer calls and guides them through the warranty claim process.
• Resolves inquiries directly or routes calls to the appropriate department as needed.
• Processes warranty cases in Salesforce, including replacement parts, field destruction, and general inquiries.
• Enters and manages replacement part orders in SAP.
• Generates manual RMAs in SAP for product returns.
• Submits product complaints in Salesforce for Quality review regarding design issues.
• Maintains high customer satisfaction while adhering to company policies and safety procedures; supports additional tasks as assigned.

What We're Looking For:

• Minimum of 1-2 years experience in customer service.
• Proficiency with MS Office Suite, particularly Excel and Word; have a general knowledge of EDI systems.
• Must have excellent written, verbal and presentation skills.
• Must have ability to take initiative to solve problems.
• Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
• Work Schedule: Monday-Friday, 7:30am-4:30pm Pacific Time

Preferred Qualifications:

• Bilingual in Spanish is a plus.
• Associates Degree in Business or related field

What's In It For You:

Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.

• Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities

• 401k plan - with immediate match

• Great Benefits - several options including Pet insurance for our animal lovers.
• Health Savings Account Contribution

• Wellness Discount Program

• Global Mental Wellness Program
• Quarterly Employee Celebration Days
• Peer to Peer Recognition Program
• Service Recognition Program
• Exceptional Employee Satisfaction Scores
• Ample free parking with EV Charging Station

• Amazing employee discount program on Pelican Products, Pelican branded apparel and gear

• Employee referral program - get paid to work with your trusted network.

• Prime location - minutes away from the beach!

• Established reputable brand offering premium products - you'll be proud to represent Pelican!

• And more...

What you may be doing:

• While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
• While performing the duties of this job, the employee will be frequently required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
• Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.

Compensation & Benefits:
Our compensation reflects the cost of labor across severalU.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this positionis listed below. Paywithin this range varies by work locationand may also depend on your qualifications, job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.

Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.