Customer Service Rma Specialist Full Time | Dearborn - Dearborn, Mi, 48120 Chevron_Right

Customer Service RMA Specialist Job Details Level Experienced Job Location Dearborn - Dearborn, MI Position Type Full Time Job Shift Day Job Category Admin - Clerical Description Customer Service RMA Specialist
EnvisionTEC, a global manufacturer of 3D printing equipment is seeking an enthusiastic, energetic customer service representative for its US headquarters in Dearborn, Michigan. Reporting to the Operations Manager, the Customer Services RMA Specialist is responsible for supporting the RMA processes and product support department for the full-cycle administrative process of RMA Materials, Parts and Machines Authorizations (RMA) from our Clients. In process, assign and track Clients returns, repairs, loaners through our quality database (Salesforce) and other database driven systems.
Responsibilities:
Answers incoming customer calls and emails regarding repairs, purchases, order status, billing, warranty, service, and general customer inquiries.
Candidate must be detailed-oriented, be able to multi-task, posses excellent customer service and communication skill, be a positive attribute to the team and have working knowledge of RMA, Salesforce, and SAP skills.
Process all RMA (Return Merchandise Authorization) requests to accommodate and assist Client returns.
Coordinates the repair of equipment both return to manufacture and on-site service.
Investigate and resolve RMA return discrepancies and order issues by utilizing carious tools and communicating with Clients and our manufacturing facilities.
Provide updates to clients on service progress, shipping, and billing.
Process service tickets track technical support progress and communicate with Clients.
Update customer information in the customer service database during and after each call.
Leverage Salesforce, SAP, and other tools to query and interpret raw data, analyze trends, organize batches of information, and create service reports.
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
Other duties as assigned.
Qualifications Qualifications:
2 years experience with Salesforce Software.
4 years experience as an RMA Administrator.
Proficient in SAP applications, minimum 4 years' experience.
Detail oriented and strong organizational skills.
Excellent communication skills, both verbal and written & detail oriented.
Job Type: Full-time