Job Description
Responds to customer’s inquiries or complaints regarding company's products or services and provides prompt action for problem resolution and trouble shooting to customers. Generate daily RMA reports. Receives and timely and accurately enters RMA’s, receipt of returned part, matches part to RMA and conducts root cause investigation. Coordinates information to resolve problems. Determines best method to resolve problems ensuring customer satisfaction and adherence to company policies. Follows up to ensure customer satisfaction. Represent JE in a professional and courteous manner in the course of establishing and maintaining customer relationships while providing solutions for customer problems and concerns of company’s products or services to maintain market dominance by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Generate daily reports, and matches returned parts to RMA’s.
- Conducts root cause investigation, performs quality inspection, and reviews specific invoice in question.
- Relays customer feedback regarding products to appropriate individuals in sales, quality assurance and accounting management.
- Coordinates information to resolve problems and determines best method to resolve problems ensuring customer satisfaction and adherence to company policies.
- Assists finance department to ensure appropriate credit, debits or transfers to customer.
- Arranges for required shipping.
- Informs customers of procedures or resolution of problem.
- Maintains tracking of RMA.
- Follows up to ensure customer satisfaction.
- Makes periodic calls to existing customers to determine satisfaction with the company, products or services.
- Answer inbound calls and route appropriately
- Provide inventory and shipping information
- Docu-ware scanning
- Customer call-backs for credit card and shipping instructions
- Data Entry
- Sales assistant / shelf sales processing
- RMA processing
- Shelf Part templates maintenance
- Pricing/ data maintenance & updates
- Provides support for sales personnel
- Follows-up on customer requests
- Compiles database information for sales reports and budget
- Supports training and cross-functional efforts
- Other duties as assigned by sales manager
EDUCATION and/or EXPERIENCE:
Must have thorough technical knowledge of assigned products. Must be able to use basic inspection tools to accurately inspect parts. Requires 5 years related experience and/or training; or equivalent combination of education and experience.