Customer Care Liaison - 8:30a-5:00p

PEI GENESIS INC.•South Bend, IN

1d•$18 - $22•Onsite

About The Position

PEI-Genesis is seeking an organized and customer-focused Customer Care Liaison to manage the end-to-end RMA (Return Material Authorization) process for designated territories. This role involves detailed data entry, cross-functional coordination with internal teams and external customers, and driving fast, accurate root-cause analysis and corrective actions. The ideal candidate will have strong Excel and ERP/MRP system experience, excellent communication skills, and a commitment to delivering high-quality, timely responses that enhance customer satisfaction.

Requirements

0- 5 years related experience and/or training; or equivalent combination of education and experience.
High School Diploma or GED Preferred or any combination of education, training and experience that demonstrates the ability to perform the duties of the position
Effective Written and Verbal Communication skills
Ability to quickly learn products, processes, and technically complex systems.
Proficiency in Excel for data management, reporting, and charting.
Experience with ERP/MRP systems (e.g., Oracle, SAP, PeopleSoft) or similar systems
Strong Organization & Task Management skills
Intermediate Microsoft Excel skills; proficient in Outlook and Word.
Customer-service mindset with a focus on timely, accurate responses.

Responsibilities

Manage the full RMA process flow from receipt to disposition, including authorization, return processing, and replacements/credits.
Review RMA status, track returned goods, and drive cleanup of overdue RMAs (e.g., level 5 Hotlines).
Open new RMA requests; determine validity and completeness; issue RMAs, credits, or replacement orders per customer needs.
Coordinate routing of RMAs and obtain clarifications or supporting documentation (e.g., pictures) from customers or sales.
Generate and maintain system reports tracking RMAs, facility promise dates, open issues, and performance metrics for management.
Communicate with Sales, customers, and internal teams to expedite resolutions and escalate as needed.
Review non-conforming material using defined workmanship standards and manufacturer or management direction; initiate appropriate disposition.
Drive root cause identification, assign correct system reason codes, and check inventory for related quality issues.
Process advanced replacements when required and handle ambiguous “parts showed up but we don’t know why” scenarios.
Participate in special committees, projects, or continuous improvement initiatives as assigned.
Perform other duties as needed to support the RMA process and customer satisfaction.