Customer Service Administrator (m/f/d)

- required immediately, permanent -

Tasks

  • Receives and addresses customer queries, complaints, special orders, or returns via email, telephone, and/or in person for RMAs.
  • Compiles information from customer, examines problem, and gives information or assistance regarding accounts, product availability, pricing, changes in service, discontinuance, shipping, operation and maintenance in relation to RMAs.
  • Receives, processes, and monitors RMA requests / orders, expediting the order when necessary. Manage the external repair with service partners and return to vendor activities.
  • Investigates and corrects errors, following customer and company records.
  • Investigates and helps resolve complaints concerning billing or services rendered in relation to RMAs.
  • Documents and maintains customer notes in RMAs, service data and other pertinent information in SAP regarding the communications with the customer.
  • Coordinate needed technical support between relevant functions (i.e., Sales, Customer Service Engineers, Field Applications Engineers)
  • Works and coordinates with Purchasing / Materials / Service Providers during RMA processing to complete Repair or Service cycle.
  • Escalates complex customer inquiries to management when appropriate.
  • Places outbound calls and other communications to customers to notify them of updates, including availability of replacement products and services for RMA.
  • Provides RMA summary details to management or customers using MS Office 365 / Power BI or other tools

Requirements

  • 2-3 years of experience in Customer Service
  • Proficiency with Office 365
  • Experience with SAP (minimum of 2 years preferred)
  • Strong written and verbal communication skills
  • Experience with international colleagues and customers desired
  • Lift up to 30 pounds
  • Must be able to work independently and in a team environment

 

Salary Range: $55,000 to $75,000

Location: San Diego, CA

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We look forward to receiving your complete application.