Customer Service Representative

We are seeking a Customer Service Representative to work with others in customer service, who are the primary contacts for our customers.  The ideal candidate will be a proactive problem solver with exceptional communication skills and meticulous attention to details.  This person should have experience working in a fast-paced office environment, performing administrative duties and providing support to managers.  

• Process and acknowledge routine customer inquiries, orders, and standard correspondence on deliveries, purchase orders, technical product bulletins, product safety information, order changes and related matters;
• Coordinate with other departments in processing orders, scheduling pick-ups and transportation to provide on-time delivery to customers;
• Assist in the development of management reports to improve the effectiveness and efficiency of the company’s operations;
• Provide support for the company’s marketing efforts. Tasks may include the creation and updating of pricing sheets, the development and execution of email marketing campaigns, and organizing mailings to existing customers.
• Provide service to customers via phone, email, and other network tools in order to process returns for repair material replacement.
• Handle inbound goods for RMA processing, to include intake for incoming equipment as well as triaging incoming equipment to determine if product is accepted for repair or rejected.
• Handle outbound goods for RMA processing to set up shipment of equipment to an off-site repair facility.
• Determine if the unit(s) are under warranty or covered under a product protection plan to determine the appropriate quoting and invoicing actions.
• Process RMAs and release for shipment from local warehouse; this includes direct delivery orders and Advanced Replacements.
• Work with customers and partners to ship back rejected equipment.
• Work with Product Quality to identify and process equipment to be scrapped.
• Complete corresponding administrative work for tracking purposes. 
• Two or more years’ experience in administrative role reporting directly to upper management
• Intermediate MS Office user (Outlook, TEAMS, Excel, Word, PowerPoint).
• Experience in developing internal processes and filing systems