The Customer Service Representative Lead is responsible for all aspects of RMA return/repairs and customer service functions. The role requires interactions with customers to provide and process information in response to RMA’s and orders. Must have the ability to clearly and effectively communicate with customers by telephone or electronically.
What you will be doing
- Deal directly with customers either by telephone or electronically
- Fosters and develops positive customer relations by providing courteous, prompt and proactive customer service.
- Lead support resource for customer RMA requests
- Handle multiple administrative activities within Sales Force and Oracle to manage the RMA’s from issuance to closing out RMA
- Process RMA requests from Sales Force ticket que or via email RMA request form.
- Audit and receive all incoming RMA’s into Oracle/Log
- Outside RMA liaison to the Customer throughout RMA process correspondence through Salesforce or outlook
- Internal RMA liaison coordinating RMA with the quality Tech and periodically interacting with quality team for activities related to RMA’s
- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle product and service inquiries
- Provide pricing and delivery information
- Perform customer verifications
- Process orders and RMA requests
- Organize workflow to meet customer timeframes
- Direct requests and unresolved issues to the designated resource
- Record details of actions taken
- Follow up on customer interactions
- Provide feedback on the efficiency of the customer service process
- Additional activities as assigned by manager
- Serve as backup person for Shipping and Customer Service associate.
- Obtain and evaluate all relevant information to handle product and service inquiries
