What are the responsibilities and job description for the Customer Support Coordinator position at Trenton Systems?
Description
Position Summary
The Customer Support Coordinator serves as the primary point of contact for customers regarding Return Material Authorizations (RMAs), repair status updates, and repair quotations. This role acts as the liaison between customers, the internal repair team and the Customer Support Team ensuring timely communication, accurate information flow, and a high level of customer satisfaction throughout the repair process.
Essential Duties & Responsibilities
Education
Position Summary
The Customer Support Coordinator serves as the primary point of contact for customers regarding Return Material Authorizations (RMAs), repair status updates, and repair quotations. This role acts as the liaison between customers, the internal repair team and the Customer Support Team ensuring timely communication, accurate information flow, and a high level of customer satisfaction throughout the repair process.
Essential Duties & Responsibilities
- Serve as the primary customer contact for all RMA-related inquiries.
- Respond to customer questions regarding repair status, turnaround times, and warranty coverage.
- Provide proactive updates to customers throughout the repair process.
- Respond to customer requests via phone, email, and other communication channels.
- Address customer concerns and escalate issues as necessary to ensure prompt resolution.
- Maintain professional and positive customer relationships through effective communication.
- Review repair evaluations and prepare repair quotations for customers.
- Communicate repair costs, scope of work, and turnaround expectations.
- Obtain customer approval for repair quotations and document authorizations.
- Coordinate with customers regarding quote revisions, declines, and alternative options.
- Track outstanding quotations and follow up as needed to secure customer decisions.
- Maintain RMA and Customer Support records
- Ensure compliance with company procedures and documentation requirements.
- Support continuous improvement initiatives related to customer service and repair operations.
- Support the Customer Support Manager and Team by monitoring customer tickets to ensure they have been assigned, acknowledged and are being addressed or resolved in a timely manner.
- Collaborate with shipping, operations, and quality teams to ensure smooth workflow execution.
- Support metric and KPI reporting
Education
- Associate or bachelor’s degree preferred; equivalent experience accepted.
- 2 years of customer service, customer support, repair coordination, or related experience.
- Experience in an electronics manufacturing environment
- Strong ability to work independently with minimal supervision.
- Strong verbal and written communication skills
- Strong organizational and multitasking skills.
- Experience managing RMAs, service orders, or repair processes preferred.
- Proficiency with ERP, CRM, or service management systems.
- Strong attention to detail and problem-solving abilities.
- Ability to work effectively with both customers and cross-functional teams.
- Experience using Microsoft Excel, Word and PowerPoint