Customer Support Specialist RMA - Hillsboro, United States - Planar Systems
Description
** Position Description**
**Customer Support Specialist RMA** Location **Headquarters--Hillsboro, Oregon**
As a **Customer Service Support Specialist** you will play a critical role in the functioning of the Service organization by providing support in all aspects of the reverse logistics process. This role is instrumental in providing high quality support to our customers, which includes answering calls, responding to email correspondence, providing logistics support, and supporting the other teams within Customer Service. The Customer Service Support Specialist will ensure the return of defective products to Planar, communicate with customers, track with various shipping carriers, interact with our repair depots, and maintain data on activity. The position is responsible for overall RMA management for all Leyard-Planar products, ensuring that RMAs are created accurately, and that any additional technical assistance is provided in a timely manner by our Technical Support Staff.
**What Youll Do:**
Assist customers when any issues arise with all replacement products, including delivery of incorrect product is delivered, late shipments, and arrival of damaged products.
Ensure defective product is returned within specified time period. This includes communicating with customers; preparing reports for management on existing delinquencies and actions taken to remedy them, and taking steps to secure a financial settlement.
Assist customers with all logistical needs, including providing tracking numbers of shipped product, current status of shipped product, and performing the necessary steps when pick up is required.
Respond to all customer inquiries regarding RMA status such as replacement expected delivery dates, instructions on returning defective product, and ensure that they receive prompt technical support if necessary. These inquiries will come via email or telephone calls with customers.
Participate in continuous improvement activities as requested. Provide input to ensure customer service processes are documented and procedures remain accurate and current.
Assist Technical Support staff with customer relationship issues including inquiries about stock, shipments, policies, etc. Log and maintain accurate notes/comments in the RMA system as well as the Salesforce case management system (CRM).
Provide various status reports, such as out-of-stock and delinquency RMAs on a weekly basis, as required.
Utilize internal software including, but not limited to, AX and CSS for tracking and logging other data.
Other duties as assigned by manager
**What Youll Need:**
Excellent interpersonal, telephone, customer service, time management, and decision-making skills essential.
Excellent written and oral communication skills and demonstrated ability to communicate appropriate information to customers and team members in a professional manner.
Ability to apply critical thinking skills and natural curiosity to the investigative and problem-solving process by extracting and analyzing relevant information from various systems and drawing accurate conclusions to resolve issues.
Demonstrated strong organizational skills with the ability to multi-task in a fast paced environment.
Demonstrated ability as a self-starter able to work effectively in a team environment.
Mental ability to conduct on-going interpersonal interactions, analyze and solve problems essential.
Understanding of other organizational teams including but not limited to: technical support; repair depot; logistics; production; and other operational teams.
Ability to actively participate in team development and team-oriented processes.
Physical ability to use computer hardware/software required.
Ability to read, write, and understand English
Ability to maintain acceptable standards of office conduct
Ability to come to work demonstrating timely and regular attendance
Ability to handle stress effectively
**Education & Experience**
2+ years of prior relevant customer service experience required
Associates degree or equivalent experience desired
Previous experience using a personal computer with a Windows operating system required
Microsoft Office Suite and skills including the ability to analyze data using Excel and report on it to various audiences
ERP (Enterprise Resource System) experience preferred.
CRM (Customer Relation Management) system experience preferred
Experience using 3 rd party websites (Repair depot)
**Other Requirements:**
Office environment cube setting
M-F, 8-hour days, 40 hours per week
Working with others in a team setting
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