Dealer Relations & Resolution Specialist

The AZEK Company was acquired by James Hardie.

James Hardie is the industry leader in exterior home and outdoor living solutions, with brands including Hardie, TimberTech, AZEK Exteriors, Versatex, fermacell, and StruXure. With 8,000+ employees worldwide, we're united by our purpose of Building a Better Future for All through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities. For more information, visit www.jameshardie.com and www.azek.com

Position Summary

The Dealer Relations and Resolution Specialist is the primary escalation point for complex customer and dealer issues within the dealer network. This role owns high-impact problems from intake through resolution, working directly with dealers and internal teams to resolve issues, restore confidence, and protect long-term relationships.

In addition to resolving individual cases, this role focuses on identifying systemic issues within the dealer channel and driving repeatable, scalable solutions that improve dealer performance, reduce customer complaints, and strengthen brand trust across the network.

Key Responsibilities

Dealer & Customer Issue Resolution

• Serve as the escalation point for complex or sensitive customer issues involving dealers.
• Own issues end-to-end, ensuring timely resolution for both the dealer and end customer.
• Communicate clearly, professionally, and diplomatically with dealers and customers during escalations.
• Balance customer satisfaction, dealer partnership, and company policy.

Dealer Advocacy & Relationship Management

• Act as an advocate for both customers and dealers to reach fair, sustainable resolutions.
• Support dealers in navigating company processes, policies, and resources during escalations.
• Partner with Sales, Dealer Development, and Account Managers to protect and strengthen dealer relationships.
• Address repeat or high-risk dealer performance issues impacting customer experience.

Cross-Functional Coordination

• Coordinate resolution efforts across Operations, Manufacturing, Quality, R & D, Sales, and Finance.
• Drive accountability across internal teams to meet commitments impacting dealers and customers.
• Escalate internally when needed to prevent delays or customer churn.

Root Cause Analysis & Continuous Improvement

• Identify trends in dealer-related complaints, warranty issues, installation challenges, or service breakdowns.
• Ensure corrective actions are repeatable and maintainable across the dealer network-not one-off exceptions.
• Partner with Dealer Development, Quality, and Operations to improve processes, training, and tools.
• Provide feedback to improve dealer onboarding, standards, and ongoing support.

Retention & Brand Protection

• Focus on retaining at-risk customers and dealers following service or product failures.
• Support recovery efforts for high-visibility or reputation-sensitive issues.
• Protect brand integrity by ensuring consistent resolution standards across the dealer network.

Reporting & Metrics

• Track escalation volume, resolution time, repeat issues, and dealer-related trends.
• Provide insights on dealer performance gaps impacting customer experience.
• Recommend data-driven improvements to leadership based on dealer and customer feedback.

Qualifications

Required

• Bachelor's degree or equivalent experience
• 5+ years of experience in customer experience, dealer operations, customer success, or service recovery
• Proven experience managing escalations involving third-party partners or dealers
• Strong conflict resolution and negotiation skills
• Excellent written and verbal communication skills
• Ability to influence across teams and partners without direct authority

Preferred

• Experience working with dealer, distributor, or franchise networks
• Familiarity with warranty processes, installation issues, or field service models

Key Competencies

• Dealer and customer advocacy
• Professional judgment in complex situations
• Strong problem-solving and root-cause analysis
• Relationship management and diplomacy
• Process improvement mindset
• Accountability and follow-through

Success Measures

• Reduced repeat dealer-related customer issues
• Improved dealer and customer retention following escalations
• Faster, more consistent resolution of dealer escalations
• Implementation of scalable corrective actions across the dealer network
• Improved dealer satisfaction and alignment with brand standards

Why This Role Matters

This role protects customer trust, strengthens dealer relationships, and ensures issues within the dealer network are resolved consistently and effectively. By turning escalations into improvements, the role helps elevate dealer performance and the overall customer experience.

Following The AZEK Company's acquisition by James Hardie, we remain committed to providing a fair and equitable employment experience for all candidates.

James Hardie Building Products Inc. is an equal opportunity employer. All qualified applicants will receive consideration without regard to protected characteristics under applicable law.

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