Service RMA Coordinator

Hamilton Company•Reno, NV

7d•Onsite

About The Position

The RMA Coordinator performs all general office duties while coordinating Return Material Authorizations (RMA) with Hamilton customers and provides a high level of customer service through communication with customers via e-mail, fax, mail and telephone.

Requirements

Strong work ethic and positive attitude, excellent organization, verbal and written communication skills, able to follow procedures, problem solving and decision making.
Ability to prioritize tasks, manage time effectively and maintain accurate records.
Ability to multi-task in a fast paced environment and perform efficiently under pressure.
Ability to work harmoniously within the department as well as interfacing with all other departments.
Ability to problem solve by identifying and resolving issues related to returns, such as missing items, damaged goods and incorrect orders.
Must have High School diploma or equivalent.
Basic knowledge on inventory management systems and Customer Relationship Management (CRM) software.
Working knowledge of computers with Microsoft Office software programs.

Nice To Haves

Previous Customer Service experience in an order processing environment/inventory control environment a plus.

Responsibilities

Responsible for processing, monitoring, and expediting Return Material Authorizations (Warranty and Non-Warranty), including credits, invoicing, new accounts, orders, quotes, etc.
Take the lead in monitoring the RMA process from start to finish in turning the RMA around in a timely manner and respond to customers within the allotted time-period with solution or repaired product return.
RMA entry and documentation into Master Control.
Some Technical Support to troubleshoot inquiries to solve failures and avoid an RMA if possible.
Complete evaluation findings for order entry errors resulting in RMAs.
Coordinate communication between customers, customer service personnel, service persons, internal departments, and provide information and reports as needed.
Customer Service back-up support including product availability request, special made product request, special shipping method request, handling phone calls, some product knowledge, etc.
Handle ECOs to add new parts numbers into the system.