Customer Care Specialist - Knoxville, United States - Elotouch
Description
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**Find Your Role at Elo**
Customer Care Specialist - RMA Knoxville, TN, US 30+ days ago Requisition ID:1127 We know touch - it's our only business. In fact, we invented the touchscreen over 50 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards. We dont just sell things. We offer solutions to tomorrows challenges.
The Customer Care RMA Specialist is responsible for providing high levels of service and support to assigned RMA customer accounts. This role includes return order management, verbal, and written communication, and long-term customer project support. This position will be working directly with the Customer Success Organization, Operations, Service Depot, Channel and Sales teams to deliver a world-class customer experience. The Customer Care RMA Specialist handles front line customer communications while acting as the internal voice of the customer escalating and resolving their concerns. This individual must demonstrate a sense of urgency and helpful demeanor with both internal and external customers.
**KEY RESPONSIBILITIES**
Manage RMA process for distribution partners for repair and DOA units including initiating return goods, providing status updates and technical support, and submitting credit requests.
Create and manage stock returns from distribution partner, including return status and credit generation
Coordinate with functional departments such as Sales, Channel, Service Depot and Operations to ensure smooth order management and on-time deliverables
Proactively manage customer escalations, schedules, and prioritization of returns
Provide accurate customer return status updates on a regular and ad hoc basis
Troubleshoot issues that may cause customer order delays
Maintain or exceed customer care metrics and data and develop best practices including customer sat and net promoter score
Help drive continuous improvement projects
**MINIMUM QUALIFICATIONS:**
At least 2-years of prior experience in customer facing role
Bachelors degree or equivalent work-related experience
Experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce or CRM software required
**PREFERRED QUALIFICATIONS:**
Experience participating or leading continuous improvement projects that have led to increased customer satisfaction
Experience in returns or RMA type roles
SAP Experience, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules preferred
**SPECIFIC PROFESSIONAL SKILLS/ COMPETENCIES:**
Ability to adapt and thrive in a fast-paced and changing environments
Ability to gather and analyze relevant data to drive decision making
Aptitude to quickly understand business models and metrics
Passionate about delivering world-class customer care
Effective written and verbal communication skills
Expectational customer follow-up skills
Strong attention to detail and organization skills
Proficient with standard corporate productivity tools (email, voicemail, MS Office)
Bilingual (Spanish, Portuguese, or Mandarin Chinese) is a plus
**PHYSICAL DEMANDS:**
Ability to lift up to OSHA single person lift requirements
Ability to sit, stand, bend, or walk for prolonged periods of time
Office work primarily using phone and PC
Ability to travel domestically and internationally
Elo Touch Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Elo Touch Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Elo Touch Solutions expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Elo Touch Solutions employees to perform their job duties may result in discipline up to and including discharge.