LAUNCH Technical Workforce Solutions is seeking Customer Service RMA Administrator for an opportunity in Victor, NY.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Reporting to the Manager, Operations Management, the Customer Services RMA Administrator is responsible for supporting the RMA Coordinator and the Product Support department for the full-cycle administrative process of Return Material Authorizations (RMA) from our customers.
• In-process, assign, and track customer returns through quality database (TIPQA) and other database driven systems. This includes but not limited to confirming warranty information, emailing, and calling customers.
• Material movement and tracking of products throughout the repair process.
• Assigning RMA (Return Material Authorization) numbers, completing appropriate RMA forms and keying in pertinent data regarding customer repair problems.
• Creating Shop Floor Orders for Repairs using ERP System.
• Process, categorize, and answer customer emails and telephone calls, providing high quality service.
• Excellent communication skills - this role requires the ability to deal with customers/vendors and handle difficult situations professionally, on the phone, by email and in person
• Verify data integrity throughout the entire process
• Manage and maintain RMA Material Stock – spares, components and LRU’s
• Communicate with vendors for return of broken equipment
• Provide labor and material quotation to customer via the ERP system
REQUIRED EDUCATION:
• High School diploma required, AAS preferred
EXPERIENCE:
• A minimum of one (1) years’ of direct Customer Support experience or similar, preferably in a technical product environment.
• Ability to efficiently utilize word processing (MS Word) and spreadsheet software (MS Excel) required.
• Proven data entry skills
PREFERRED EXPERIENCE:
• Knowledge of ERP systems and other database tracking tools is highly desired.
• TipQA knowledge similar quality tracking system is desired
• Customer or management interface
COMPETENCIES & ATTRIBUTES
• Candidate must be detail-oriented, be able to multi-task, possess excellent customer service and communication skills, be a team player and have working knowledge of Word and Excel
• Ability and desire to learn product specifications and system components required on a general level.
LANGUAGE SKILLS: Ability to read, analyze and interpret technical procedures, government regulations. Ability to write reports, procedure manuals, and correspondence. Ability to present information and respond to questions.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to calculate ratio, percent, proportions, draw and interpret graphs.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions and solve practical problems; deal with a variety of concrete variables in standardized situations.
PHYSICAL DEMANDS: While performing the duties of this job the employee is required to stand, sit and walk. The employee must occasionally lift and/or move up to 25 lbs.
WORK ENVIRONMENT: The work environment is that of a typical office.
Why Choose LAUNCH?
A team of aviation staffing experts leads LAUNCH. We understand the challenges of finding the top aviation jobs and we focus on linking you with the best openings in the most sought-after locations.
LAUNCH offers you an ACA compliant benefit package including company-sponsored medical insurance with multiple plans to choose from. Our Minimum Essential Coverage is offered to every employee who does not have coverage elsewhere at no cost to you! LAUNCH also offers a 401(k) program with a company match. Plus, you join the LAUNCH Loyalty Club on your first day, earning you extra cash bonuses, apparel and safety rewards.
If you’re ready to LAUNCH your career, you've found an employer that can take you to new heights.