Customer Service Representative

2 weeks ago

Knoxville, Tennessee, United States ELO Touch Full time
Customer Care RMA Specialist

Elo Touch Solutions is seeking a highly skilled Customer Care RMA Specialist to join our team. As a key member of our customer success organization, you will be responsible for providing exceptional service and support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities:
  • Manage the RMA process for distribution partners, including initiating returns, providing status updates, and submitting credit requests.
  • Create and manage stock returns from distribution partners, including return status and credit generation.
  • Coordinate with functional departments to ensure smooth order management and on-time deliverables.
  • Proactively manage customer escalations, schedules, and prioritization of returns.
  • Provide accurate customer return status updates on a regular and ad hoc basis.
  • Troubleshoot issues that may cause customer order delays.
  • Maintain or exceed customer care metrics and data, and develop best practices.
Requirements:
  • At least 2 years of prior experience in a customer-facing role.
  • Bachelor's degree or equivalent work-related experience.
  • Experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce, or CRM software required.
Preferred Qualifications:
  • Experience participating or leading continuous improvement projects that have led to increased customer satisfaction.
  • Experience in returns or RMA type roles.
  • SAP experience, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules preferred.
Professional Skills/Competencies:
  • Ability to adapt and thrive in a fast-paced and changing environment.
  • Ability to gather and analyze relevant data to drive decision making.
  • Aptitude to quickly understand business models and metrics.
  • Passionate about delivering world-class customer care.
  • Effective written and verbal communication skills.
  • Expectational customer follow-up skills.
  • Strong attention to detail and organization skills.
  • Proficient with standard corporate productivity tools (email, voicemail, MS Office).
  • Bilingual (Spanish, Portuguese, or Mandarin Chinese) is a plus.

Elo Touch Solutions is an equal employment opportunity employer and complies with all applicable laws prohibiting discrimination in employment. We are committed to providing a work environment that is free from harassment and discrimination.

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