Are you an administrative professional committed to providing excellent service to customers? Are you a responsive, friendly, and helpful problem solver? Looking for an opportunity to join ETC's Professional Services team?
We're looking for an RMA Coordinator to join the Repair team! This position is responsible for monitoring ETC products that are on loan to customers and dealers, tracking loaner activities and ensuring timely return to the factory. This role is heavily focused on verbal and written communication with our external partners and internal team members, using Excel and SAP to track correspondence and returns. As part of this team you'll also assist with investigating and researching incoming parts, using different tools and systems to properly assign these items, and working with time sensitive repair orders to track down purchase orders and ensure paperwork is in order as repairs are sent out for shipment. Attention to detail, communication, and organizational skills are essential in this position.
This is a full-time position, Monday through Friday, with a start time between 8am and 9am, at our headquarters in Middleton, WI.
If this position is of interest to you please apply today. If you have any questions about this position or the recruitment process please contact Katie Barreau at 608.824.5329 or via email to Katie.Barreau@etcconnect.com
Representative Responsibilities:
•Processes returned merchandise.
•Investigates and researches information needed to track and process Returned Merchandise Authorization (RMA)
•Ensures returned product information in RMA database is complete and accurate
•Makes sure RMAs are processed promptly as they arrive from receiving
•Delivers returned merchandise to the appropriate location
•Ensures merchandise is stocked in the appropriate area
•Communicates with Repair Technicians the necessary repairs
•Makes sure RMA Billing and Shipping are done promptly after repair completion
•Work with Repair Technicians to give repair estimates when needed, and to get time get timely responses to the Dealer/Customer
•Work with Repairs, Finance, and Dealers to make sure billing is done correctly
•Teach the RMA coordinator process to new Phone Techs
•Listens to Customer's needs, being professional and empathetic
•Updates SAP to reflect status of returned merchandise and discrepancies are communicated to appropriate person
•Coordinates the tracking and shipment of loaner merchandise.
•Ensures loaner merchandise information is current and accurate
•Manage timely return of outstanding loaners
•Bill for outstanding loaners unable to retrieve from Dealer/Customer
•Processes RMA transactions.
•Completes paperwork and updates database so RMAs can be tracked
•Provides credit and warranty status to ETC personnel as needed
•Ensures Technical Support personnel and Dealer/Customer are aware of repair status
•Contacts customers for purchase order numbers (POs) when necessary
•Files paperwork as appropriate.
•Other duties as assigned.
•Complete special projects and requests in a timely and positive fashion.
Minimum Qualifications:
•High school diploma or equivalent (GED)
•6 - 12 months of ETC product experience, preferred
•Experience in a customer service or technical support role, preferred
•Good communication and interpersonal skills
•Strong organizational and problem-solving skills
•Computer skills
•Customer service skills
•Able to work independently
•Able to lift and carry 50 lbs