SLA Returns Administrator
About The Position
The SLA Returns Administrator is a customer-facing role that provides administrative and operational support for SLA (Service Level Agreement) customers in partnership with SLA Customer Coordinators. This role works closely with internal teams, including Production and Logistics, to coordinate, expedite, and schedule repair shipments while ensuring SLA commitments are met. Key duties include running and analyzing reports to support daily team operations, tracking outstanding RMAs and purchase orders, and communicating timely status updates directly to customers. Issues or delays are proactively identified and escalated to management and Sales as needed to support resolution and maintain a high level of customer satisfaction.
Requirements
- Post-Secondary Education in related field (Business, Administration) or related experience
- Excellent verbal and written communication skills, critical thinking skills, problem-solving ability, time management skills and interpersonal skills
- Ability to work in a fast-paced environment
- Knowledge of Microsoft Excel, Word, and Outlook
- Some customer service experience is preferred
Nice To Haves
- Detail-oriented
- Time management and multitasking
- Ability to work in a fast-paced environment
- Ability to adapt to new and changing processes
- Ability to work independently and as a team
- Strong verbal and written communication
Responsibilities
- Enter orders as needed in AS400 associated with service requests
- Occasionally create service loan EPCNs & agreements in QuoteWeb
- Provide status updates to customers regarding repairs
- Request quotes from Sales Administration as required
- Issue loan return RMAs to customers with service loans out
- Communicate with Failure Analysis (FA) and evTOC Service teams as well as customers regarding basic status questions or issues
- Process/invoice serial numbers in AS400 as required
- Follow up on service loan returns with customers
- Review existing and new SLA's with Customer Coordinator to ensure overall understanding
- Pull reports and format information for End of Sale and End of Life product history
- Pull and maintain reports for SLA Customer Coordinators
- Administrative duties (filing, interdepartmental communication, etc.)
- Additional tasks as required
Benefits
- Employer funded benefits program
- Competitive total compensation package
- Work-life balance
- Employee Assistance plan
- Employee Discount Platform
- Career progression
- Casual work environment
- Social events and sports teams
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
