Customer Service RMA Coordinator

2 weeks ago

Knoxville, Tennessee, United States Elotouch Full time

Benefits of Creating an Account:

Access order and shipping information

Monitor order history

Experience expedited checkout

Position Overview at Elo Touch Solutions

The Customer Care RMA Coordinator plays a crucial role in delivering exceptional service and support to designated RMA customer accounts. This position encompasses the management of return orders, effective communication both verbally and in writing, and ongoing support for customer projects. The individual will collaborate closely with the Customer Success Organization, Operations, Service Depot, Channel, and Sales teams to ensure a premier customer experience.

The Customer Care RMA Coordinator is responsible for frontline customer interactions, serving as the internal advocate for customers by addressing and resolving their concerns promptly. A strong sense of urgency and a helpful attitude are essential when dealing with both internal and external stakeholders.

Key Responsibilities:

  • Oversee the RMA process for distribution partners, including initiating returns, providing updates, and offering technical assistance.
  • Manage stock returns from distribution partners, ensuring accurate return status and credit processing.
  • Coordinate with various departments such as Sales, Channel, Service Depot, and Operations to facilitate seamless order management and timely deliveries.
  • Proactively handle customer escalations, manage schedules, and prioritize return requests.
  • Deliver precise updates on customer return statuses regularly and as needed.
  • Troubleshoot potential issues that may lead to delays in customer orders.
  • Maintain or surpass customer care metrics and develop best practices to enhance customer satisfaction and net promoter scores.
  • Contribute to continuous improvement initiatives.

Minimum Qualifications:

  • A minimum of 2 years of experience in a customer-facing role.
  • Bachelor's degree or equivalent professional experience.
  • Proficiency with ERP systems (such as SAP, Oracle, JDE, MS Dynamics), Salesforce, or other CRM software.

Preferred Qualifications:

  • Experience in leading or participating in continuous improvement projects that have enhanced customer satisfaction.
  • Background in returns or RMA-related roles.
  • Familiarity with SAP, particularly in Sales & Distribution, Materials Management, or Financial Accounting modules.

Professional Skills and Competencies:

  • Ability to adapt and excel in fast-paced, dynamic environments.
  • Strong analytical skills to gather and interpret relevant data for informed decision-making.
  • Quick comprehension of business models and performance metrics.
  • Commitment to delivering outstanding customer care.
  • Excellent written and verbal communication abilities.
  • Exceptional follow-up skills with customers.
  • Attention to detail and strong organizational capabilities.
  • Proficiency in standard corporate productivity tools.
  • Bilingual abilities (Spanish, Portuguese, or Mandarin Chinese) are advantageous.

Physical Requirements:

  • Ability to lift within OSHA guidelines.
  • Capability to sit, stand, bend, or walk for extended periods.
  • Office work primarily involves the use of a phone and computer.
  • Willingness to travel domestically and internationally as needed.

Elo Touch Solutions is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, and training.

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