Customer Service RMA Coordinator

DITEK Corporation, a leading surge protection manufacturer headquartered in Largo, Florida, is looking for a qualified Return Material Authorization (RMA) Coordinator.The RMA Coordinator is responsible for the entire RMA process from initial customer contact and receipt of returned product through shipment of replacement units or crediting of customer accounts. The RMA Coordinator will maintain detailed tracking records to ensure full cost and schedule report ability, and will provide customer correspondence as needed throughout the process. The RMA Coordinator works closely with Manufacturing and Shipping to ensure timely transmittal of damaged units in and repaired units out, and complete logging of issues and dispositions in order to identify and assess possible production problems.
The RMA Coordinator will be expected to identify, recommend and implement efficiency changes to these processes and opportunities for cost savings and improved customer satisfaction.The RMA Coordinator works closely with Technical Support to screen candidate issues, liaise with customers, and log dispositions. This position also provides routine, un-escalated Technical Support to end-users on well-understood, frequently encountered problems.Specific activities and tasks are listed below:Receive end-user and distributor RMA requests.Provide limited Technical Support to customers on common problems.Generate RMA Numbers and transmit to customer.Expedite and process all documents necessary to enter the RMA's into the ERP system.Coordinate initial identification and receipt of customer returns.Conduct failure analysis and corrective action of returned product and report to QA Manager.Participate in occasional product testing under supervision of QA.Coordinate and schedule repair work or rework of returned product with Manufacturing.Coordinate inspection of repaired product.Coordinate reshipment of repaired or replaced product.Prioritize and communicate pending returns to Sales, Technical Support, AR, and customers.Track all contacts and movements in RMA database.Coordinate with A/R and Warehouse Return for Repair and Credits.Generate status & activity reports.Develop and maintain monthly reporting and analyzing our cost of repair.Prioritize assigned tasks to meet business needs.Other related or assigned duties and tasks as needed.
REQUIREMENTS
Experience:1-2 years claims or customer service experience in a manufacturing or distribution environment.Familiarity with pricing, order entry, inventory transactions, RMA processes and sales contracts a plus.Strong PC skills including current Microsoft Office applications, Excel and Access.Required Skills:Outstanding customer service skills.Excellent interpersonal skills, including courtesy, tact and discretion.Superior written and verbal communication.Outstanding organizational skills.Team player and willingness to help out team members when required.A proven focus on achieving results.Able to analyze and interpret complex information.Able to work independently, with little direction.Able to adapt to a fast and changing environment.A strong motivation to learn.Calm and rational thinker.Strong follow-up skills.Able to multi-task and insure proper prioritization.We offer competitive salaries and a comprehensive benefits package to include Medical, Dental, Vision and Life insurance, LTD, 401k, Tuition Reimbursement, and more. EOE/Drug Free Workplace.