Return Materials Authorization (RMA) Specialist

DEPARTMENT: Customer Care Center (CCC)
REPORTS TO: Customer Care Manager (CCM)
DIRECT REPORTS: None
FLSA STATUS: Non-Exempt/Hourly
POSITION: South Bend, IN (Monday to Friday) / Hours may vary to meet the needs of the business.

JOB DESCRIPTION – As the RMA Specialist, you will be responsible for ensuring that you provide excellent service to our customers if their order did not meet their requirements, while adhering to the FDC terms and conditions. You will provide strong support to our customers by ensuring the accuracy of information communicated to the customer and entered into the FDC system of record. You will ensure that FDC meets the customer’s expectations and FDC’s standards for “On-Time, Complete, and Error-Free” information. You will also assist in other areas as available.

RMA’s & Customer Care:

• Build relationships and trust with customers through open, responsive, and interactive communication.
• Resolve customer issues, provide appropriate solutions and alternatives with a rapid response and follow through to final resolution.
• Maintain accurate and timely records in Zendesk and in NetSuite (ERP system) regarding all activity, customer communications, meetings, call logs, and appropriate documentation.
• Successfully communicate and generate awareness of all terms and conditions regarding customer returns.
• Respond to customer inquiries related to pricing, invoicing, and shipping information.
• Resolve customer issues, provide appropriate solutions and alternatives with a rapid response, and follow through to confirm resolution.
• Responsible for issuing credit memos to customers as needed to resolve issues, using an appropriate approval matrix.
• Communicate with other departments to ensure follow-through of customer issues and requests, such as part #’s, production exceptions, etc.
• Utilize Zendesk and NetSuite platforms to communicate with Territory Managers and Customer Care Agents regarding customer activities.
• Promptly respond to customers utilizing Zendesk Email, Chat, and Phone call routes. Achieve the assigned responsiveness time goals as determined by your manager, including response time to the customer.
• Process a high volume of customer RMA’s accurately into NetSuite daily to meet FDC’s “On-Time, Complete, and Error-Free” customer commitment.
• Engage in company-wide Continuous Improvement initiatives and follow 5S standards.
• Collaborate with Customer Care Agents and Territory Sales Managers to meet and exceed customer expectations.
• Other department goals and responsibilities as assigned by the Supervisor.

Additional Areas of Responsibility

• Support leaders and other team areas as needed to create work enhancements and meet overall team goals.

The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

QUALIFICATIONS & REQUIREMENTS

• Education: High school diploma or equivalent.
• Experience: Proven experience with data entry into ERP systems. Experience with Windows, Office 365. Bookkeeping or accounting experience preferred.
• Functional Skills: Excellent communication and interpersonal skills. Keen attention to detail and interest in problem-solving.
• Technology Aptitude/Skills: Solid PC skills, experience with Microsoft Word, Outlook, and Excel.
• Language Skills: Basic reading, writing, and verbal English communication skills.
• Leadership/Behaviors: Strong work ethic and values, focused on the customer and quality, and accuracy, with the flexibility to move to priorities.
• Culture Match Behaviors: Likes to work in a team environment with the ability to collaborate with others. A person who can listen to others, learn quickly, and be independent to get the job done, yet flexible, adjust to the schedule, work location, or pace to meet the needs of the customers, while making good decisions, is highly important to our team.

EQUIPMENT USED

• This role frequently uses office equipment, printers, copiers, fax machines, computers, etc.

PHYSICAL REQUIREMENTS TO PERFORM ESSENTIAL FUNCTIONS

• Ability to stand for up to 2 hours or more in one session.
• Ability to use hands and fingers to grasp, twist, and work with the office equipment and other tools/equipment in a safe and precise way for 7 hours per day.
• Ability to lift up to 25 lbs. occasionally, using safe lifting practices.
• Ability to visually read fine or small print, computer screens, and hand-held equipment frequently.
• Ability to visually perceive color and distinguish between similar colors.
• Cognitive and reasoning ability to review procedures, compare products and specifications, and follow guidelines frequently.
• Ability to listen to customers/others, problem-solve, and respond accordingly throughout the day.
• Ability to bend, reach, kneel, squat, twist, push, pull, walk, stoop, crouch, climb, and carry items frequently.
• Ability to respond and be flexible to changing work demands as needed.

ENVIRONMENTAL CONDITIONS

• The employee is primarily exposed to an office environment but may occasionally be exposed to an environment with moderate to loud noise.
• The employee is occasionally required to wear suitable Personal Protective Equipment.
• The temperature of the facility may fluctuate.

TRAVEL

• No travel is required for this position.

EEO/ADA