CSRM Coordinator

General Summary:

Resolves questions/problems arising internally or with the customer regarding returned materials and processes the related paperwork. Coordinates vendor returns resulting from customer RMAs. Maintains open OERM, PORM, and Exchange reports.

Key Responsibilities:

• Interfaces with the Vendor, Inside Sales, Outside Sales, Engineering, CSRM Processor, and customer to determine the disposition of defective / returned materials.
• Processes all paperwork regarding returns / repairs including: Returned Materials Form, Return Goods Authorization (RGA) forms, repair purchase orders, and vendor debit memos.
• Negotiates with vendors for return authorizations on non-standard products.
• Assists various departments in resolving questions/issues related to customer returns and affected inventory.
• Apply terms and conditions of McNaughton McKay Return Guidelines and manufacturer's return/replacement policies to all customer returned product.
• Interfaces with multiple departments, vendors, and customers to resolve questions / problems regarding returns, replacements, repairs and credits.
• Manages pro-active tools to track open customer returns, vendor returns, and exchanges.
• Backs up CSRM Processor during vacations, absences, or other extended leaves.
• Frequently lifts, carries or otherwise moves and positions product weighing up to 40 pounds unassisted when stocking, loading or unloading products. Typically bends, stoops and/or crouches on a regular basis from various heights to stock.
• Operates forklift: proper training and certification required. May also use material handling equipment (including pallet jack, dollies, and hand cart).
• Creates, implements and revises work procedures and instructions.
• Understands and supports the implementation and process of TWL.
• Cleans and maintains work area to ensure compliance to safety regulations.
• Follows all safety policies and procedures and completes the provided training.

Knowledge/Skills/Abilities:

• High school diploma or equivalent required.
• At least two years of experience in a customer service role, interacting directly with both internal and external customers.
• Ability to work with minimal supervision: organizing, prioritizing and completing tasks at own initiative.
• Excellent interpersonal communication skills, both written and oral.
• Problem solving skills.
• Proficient PC skills with knowledge of MS Office Products such as Excel and Word; including the ability to demonstrate typing or keyboard proficiency.