RMA SPECIALIST/CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

Description : POSITION SUMMARY :

POSITION SUMMARY :

The RMA Specialist / Customer Service Representative (RMA / CSR) will be responsible for return authorization entry for all sales channels.

The representative will also provide customers with the information and services they need to successfully promote and buy Radians products.

RMA / CSR’s will work collaboratively with accounting, RMA Supervisor, Quality Assurance Team, Inside Sales Representatives, Inside Sales Account Representatives, Regional Sales Managers and Manufacturer’s Representatives to facilitate the returns and sales processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following :

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following :

• Process customer returns (physical) in P21, and Continuum credits and rebills, credit only RMA’s and credit memo / general credit claims under $50 (FAC-005).
• Communicate with RMA representative in shipping and in accounting to research and resolve open RMAs as needed.
• Answer customer calls, assist and / or directing them.
• Research claims from retail portal.
• Follow up with other departments on closing the claim.
• Product knowledge of our products and the competitive industry.

o Identify and understand who key competitors are in the industrial / safety channel.

Participate in the sales process as well as the administrative requirements of answering calls, entering orders, providing pricing, order tracking and complaint resolution as assigned.

o All incoming orders received via sales fax, email, mail, EDI, SPS, or any other electronic form of communication should be entered daily upon receipt.

o All credits and samples to be entered the day they are received.

o Follow-up calls and voicemails should be returned by end of business the day of receipt.

• Both positive and negative feedback received by customers should be entered with a task in P21.
• Communicate customer product requirements to Purchasing in a timely manner to minimize backorders.
• Other duties may be assigned.

Requirements :

EDUCATION, EXPERIENCE & OTHER SKILLS, and ABILITIES :

• Bachelor’s degree, experience in a safety products environment preferred.
• Experience with P21, a plus.
• Must have strong analytical skills and have the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Heavy customer service / data entry skills with excellent phone call skills / etiquette.
• Ability to read, analyze and interpret general business reading and / or training materials as well as federal / state regulations.
• Possess excellent verbal and written communication skills.
• Ability to work with mathematical concepts to solve problems, i.e., apply concepts such as fractions, percentages, and proportions to practical situations.
• Ability to interpret instructions in mathematical or diagram form and deal with several abstract and concrete variables
• MS Office environment.
• Business Acumen.
• PHYSICAL DEMANDS : While performing the duties of this job, the employee has to occasionally stand, stoop, kneel, crouch, or crawl;

the employee is frequently required to walk; the employee is required to regularly sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear.