Job: Customer Service Specialist

3 weeks ago

Melville, United States Contract Specialties Group Full time

We are currently seeking a Customer Service Specialist at our Melville, NY location. In this position, you will be the primary interface with domestic and international customers for In and Out of Warranty product returns, repairs, and servicing. Responsible to coordinate all repairs throughout the process.

Maintain good customer relations and serve as liaison with customers to resolve problems and inquiries by utilizing appropriate PST staff (Program Management, Contracts, Marketing, Engineering, Operations, and Quality) for support. Support is provided by telephone and e-mail.

Coordinate domestic and international customer returns and provide Return Material Authorization (RMA) numbers to customer for the return of product for warranty and out of warranty repairs.

Determine In or Out of Warranty status by using MRP systems (current and legacy) as well as databases.

Provide import instructions and requirements with our foreign customers for RMAs.

Coordinate international customer RMAs with our Import/Export Broker to clear international goods that are being delivered and shipped.

Secure Purchase Orders (POs) for all RMAs, support contract review and Sales Order (SO) issuance.

Create and issue Manufacturing Order (MO) for the product repair to Customer Service/Operations.

Maintain Work-Cell communication boards with reports and priorities.

Receive RMA Evaluations and review for punctuation and accuracy. Submit for internal approvals.

Receive RMA repair estimate, analyze material costs, prepare pricing. Submit to Customer Service Manager and/or Program Manager for approval.

Prepare Out of Warranty Quote and submit to customer for approval and issuance of a PO to proceed.

Authorize Out of Warranty repairs to proceed after receipt of funded PO.

Perform MRP transactions and issue Packing Lists.

Coordinate all RMAs throughout the repair process using the Customer Service Database and Product History Database to provide status reporting to PST staff (Program Management, Contracts, Marketing, Engineering, Operations, Customer Service, and Quality).

Maintain and provide Weekly RMA status reports to various customers where required and staff

Support Weekly RMA status meeting and sales forecast with management.

Support weekly Work-Cell RMA status meeting with team.

Follow-up with customers for status, POs, overdue invoices, etc.

Assist upper management in the development of customer service policies and their implementation.

Provide support for Calibration, Quality, Program Management, Contracts, Government/Customer Furnished Material (GFM/CFM), Accounting, and other areas as required.

QUALIFICATIONS

Associate or Bachelors degree Business Administration or Electrical Technology/Engineering preferred, or equivalent.

5 years experience

Electronics experience is required.

Excellent verbal and written communication skills. Experience writing technical documents.

  • Contract Specialties Group is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state or local law.

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