Customer Service Representative - Return Material Authorization

Valin Corporation•VLN Chandler, AZ

18d•$22 - $26

About The Position

The Customer Service Representative - Return Material Authorization (RMA) is responsible for administering the company RMA process in accordance with customer and company requirements. Responsible for development and maintenance of the RMA Process. The CSR - RMA is also responsible for performing quality assurance inspection functions within assigned areas of operations for RMA’s (production/manufacturing, assembly, materials, and inspection). Ensuring all items are in accordance with specified Quality criteria and stated procedural and technical requirements.

Requirements

2 - 4 years of relevant Quality Assurance or Quality Inspection experience preferred.
Ability to read a print and/or wiring diagram and/or flow schematics.
Ability to use hand held tools and test equipment.
Strong written, verbal, persuasion and interpersonal skills.
Ability to organize and prioritize work and meet deadlines.
Self-starter, able to work in an environment with minimum supervision.
Develop Quality and related Work Instructions as assigned.
Support the process and procedures for maintaining high standards of Quality, Reliability and Safety.
Ability to read and interpret documents such as specifications, procedural manuals.
Ability to write reports and correspondence.
Experience with handheld inspection tools (Calipers, Micrometer, Multimeter, etc.).
Ability to clearly communicate and resolve issues with a wide variety of people and demands.
Demonstrate intermediate level problem-solving and decision-making skills
Organized and efficient in time-management, capable of multi-tasking.
Self-motivated and able to perform job requirements with minimal supervision.
Demonstrate proficiency in the following software applications: MS Office, Visio and Windows OS systems.

Responsibilities

Leads and drives the RMA process.
Manage RMA’s in the ERP system
Ensure that approved RMA's are processed and to meet stated and contractual goals.
Ensure all RMAs are processed in accordance with customer requirements
Manage the RMA data collection and prepare monthly reports
Manage the RMA repair turn-around time to ensure customer requirements are understood and met.
Meet or exceed cycle time obligations for processing and repair.
Communicate with Customer Service and Customers, specific RMA information (cost and status).
Conducts closed loop corrective action of product or process Quality problems relating to RMA’s
Serve as the primary contact in ensuring that RMA material is repaired, tested, and shipped to customers in accordance with Company requirements.
Proven troubleshooting, corrective action and analytical skills and abilities relating to non-conformance and quality issues.
Impose - through functional groups – Quality and Safety requirements based on current regulations, Company and Customer requirements and needs.
Train personnel on ISO / Quality procedures
Promote company wide quality improvement efforts
Comply with all company policies and Safety regulations.
Provide guidance and feedback to the site RMAC’s
Participate in Customer, Regulatory, ISO or other Audits as required.