RMA Service Coordinator LumaSense Technologies
THIS JOB HAS EXPIRED Description
In-house representative for all service requests. Acts as single point of contact between production and all other departments (Insides Sales, Sales, Order Entry, Finance, etc?). Provides status on all in-house RMA?s and helps to prioritize delivery. This will help to improve response time and enhance the customer experience.
Reports to: Purchasing/Planning Manager
Drives the customer support experience through closure by partnering with various functions of the organization to resolve customer support inquiries
Responds to status inquiries and proactively furnishes status of service to Inside Sales
Functions as single point of contact for service inquiries (internal facing)
Reviews service backlog daily and responds to expedite requests
Works with Production team to ensure that committed delivery dates are met
Acts as single point interface for change order requests
Provides RMA order acknowledgment to end customers
Responsible for planning any material required to meet published lead times
Generate weekly status/statistics denoting performance of RMA and product shipments to published lead times
Ensures Salesforce.com (CRM) is updated and maintained for all service activities
Tracks key metrics relating to customer support (resolution time, pattern of inquiries, etc)
Assist in the development of processes that would reduce the lead time to perform service repairs and calibrations
Actively focused on creating a positive experience for customers, both internally and externally
Able to multi-task and has strong organizational and prioritization skills.
Effective interpersonal and positive influencing skills.
Excellent English communication skills both verbal and written.
Ability to work both independently and in a collaborative team environment.
Strong analytical and proactive problem solving skills.
Has a history of making constructive suggestions with a focus on continuous process improvement
High School diploma or equivalent is required.
3-5 years of customer service related experience
Experienced with Microsoft Office Suite (Word, Power Point, Excel)
Experienced in utilizing ERP systems (Expandable preferred) and CRM systems (SalesForce.com preferred).
LumaSense is an Equal Employment Opportunity Employer and is committed to creating an environment which welcomes diverse people, opinions and ideas.
||3033 Scott Boulevard |
Santa Clara, CA 95054
THIS JOB HAS EXPIRED