Customer Service Representative - Returns Administrator

Overview
Join our dynamic team as a Customer Service Representative and become the friendly voice that connects with our diverse clients! In this energetic role, you’ll be the first point of contact for customers seeking assistance, solutions, and support. Your enthusiasm and communication skills will drive positive interactions, ensuring each customer feels valued and heard. Whether handling inquiries via phone or email, you’ll play a vital role in delivering exceptional client service that builds loyalty and satisfaction.

Responsibilities

• Responsible for processing all repairs and returns in a timely manner to include: initiating customer returns in accordance to standard procedures, submitting documents to customer and scheduling repairs with return material authorization (RMA) Technician and customer needs.
• Maintain accurate recording of information/data concerning customer warranty policies.
• Respond promptly and professionally to customer inquiries through phone calls, emails, and live chat channels.
• Determine RMA Type and create the RMA document and send to the customer.
• Create and maintain RMA electronic files with customer communication, pictures and other documentation.
• Determine cost and labor of billable RMA’s and send customer the billing prior to repair.
• Manage payments for billable RMA’s including credit card processing
• Manage return address and shipment preferences requested by the customer (UPS, FEDEX or freight).
• Work with the RMA Engineer on priority RMA as well as daily communications regarding status and additional information needed on RMA’s received.
• Maintain Extended Warranty Provisions offered to customers and ensure the RMA’s are handled appropriately.
• Manage and provide details to the Quality Director issues found with RMA’s that involve assembly defects, software issues, vendor product failures, engineering design issues etc.
• Manage and provide monthly report on RMA by item and findings to be discussed with Quality during monthly meeting.
• Optimize and Improve RMA processes and procedures
• Utilize Microsoft Office tools and other computer applications confidently to document interactions and generate reports.
• Other Duties will include: o Reception Desk back-up, key customer order entry review, incoming phone back-up. and customer service duties as assigned during staff shortages.

Requirements

• High School Diploma or GED
• Minimum 3 years of customer service return experience in manufacturing. Previous experience in call center environments or customer support roles is preferred ; we value enthusiasm and a willingness to learn!
• Excellent communication skills—both verbal and written—with active listening capabilities.
• Experience with data entry, typing accuracy, and maintaining detailed records is advantageous.
• Demonstrated analysis skills help identify trends or issues that can improve overall customer experience.

This position is a full time in office position.

Job Type: Full-time

Pay: $24.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

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

Work Location: In person

Salary : $24 - $25