Customer Care Liaison - 8:30a-5:00p

Customer Care Liaison- (Monday - Friday 8:30a-5p) needed in our state-of-the-art environmentally controlled very clean facility in South Bend, IN.PEI-Genesis is seeking an organized and customer-focused Customer Care Liaison to manage the end-to-end RMA (Return Material Authorization) process for designated territories. This role involves detailed data entry, cross-functional coordination with internal teams and external customers, and driving fast, accurate root-cause analysis and corrective actions. The ideal candidate will have strong Excel and ERP/MRP system experience, excellent communication skills, and a commitment to delivering high-quality, timely responses that enhance customer satisfaction.

$1000 Sign-On Bonus

Benefits

• Medical Insurance
• Free Vision & Dental Insurance*
• Company Paid Life Insurance
• Company Paid Long Term Disability
• Paid Time Off
• Paid Sick Time
• Flex Schedule Options
• 401(k) plus Company Match
• Referral Program
• Employee Assistance Program
• Tuition Reimbursement
• Sign-On Bonus
• Perfect Attendance Bonus
• for employees only. Dependents can be added, but a premium will apply.
  
  

Qualifications

EDUCATION/EXPERIENCE:

• 0- 5 years related experience and/or training; or equivalent combination of education and experience.
• High School Diploma or GED Preferred or any combination of education, training and experience that demonstrates the ability to perform the duties of the position
  
  

Technical/Managerial Competencies

• Effective Written and Verbal Communication skills
• Ability to quickly learn products, processes, and technically complex systems.
• Proficiency in Excel for data management, reporting, and charting.
• Experience with ERP/MRP systems (e.g., Oracle, SAP, PeopleSoft) or similar systems
• Strong Organization & Task Management skills
• Intermediate Microsoft Excel skills; proficient in Outlook and Word.
• Customer-service mindset with a focus on timely, accurate responses.
  
  

Essential Tasks And Responsibilities

• Manage the full RMA process flow from receipt to disposition, including authorization, return processing, and replacements/credits.
• Review RMA status, track returned goods, and drive cleanup of overdue RMAs (e.g., level 5 Hotlines).
• Open new RMA requests; determine validity and completeness; issue RMAs, credits, or replacement orders per customer needs.
• Coordinate routing of RMAs and obtain clarifications or supporting documentation (e.g., pictures) from customers or sales.
• Generate and maintain system reports tracking RMAs, facility promise dates, open issues, and performance metrics for management.
• Communicate with Sales, customers, and internal teams to expedite resolutions and escalate as needed.
• Review non-conforming material using defined workmanship standards and manufacturer or management direction; initiate appropriate disposition.
• Drive root cause identification, assign correct system reason codes, and check inventory for related quality issues.
• Process advanced replacements when required and handle ambiguous “parts showed up but we don’t know why” scenarios.
• Participate in special committees, projects, or continuous improvement initiatives as assigned.
• Perform other duties as needed to support the RMA process and customer satisfaction.
  
  

PEI Genesis is an Equal Opportunity Employer/Veterans/Disabled.