Customer Support Coordinator

Company: Geophysical Survey Systems Inc.
Location: Nashua
Posted on: May 16, 2022

Job Description:

Job DescriptionSalary: The Customer Support Coordinator/RMA Coordinator is responsible for ensuring that the customer's equipment return experience is smooth and effortless. This person issues new RMA numbers, confirms accurate customer information, provides clear return instructions, logs incoming equipment details, prepares work instructions, relays RMA status/repair quotations, retrieves payment & return shipping details, forwards shipment information, and ensures all necessary documents are recorded as required.Primary Responsibilities:

• Interact/respond to customer requests for equipment returns and issue RMA numbers
• Daily communication with customers, via phone & email, to provide RMA status
• Follow-up with manufacturing and production control for RMA part requests
• Interaction with customer, as required, to resolve issues related to documentation, pricing, payment, and/or customer PO reconciliation. The RMA Coordinator acts as a liaison in this process; however, the Field Service Manager or Field Service Senior Tech will mitigate all required negotiations of pricing and purchase order requirements, as presented to him/her through the RMA Coordinator
• Perform final service review prior to shipment
• Occasional preparation of RMA return shipping documents
• Resolve receiving and shipping problems/questions and work with Finance on invoicing issues
• Cross train with the Customer Service Representative and Logistics Coordinator; provide backup support for these functions on an as needed basis
• Other related duties as assigned by the Customer Service SupervisorRequirements:
  • Associate degree preferred or equivalent experience
  • 1-3 years' experience in a customer service environment; order entry experience preferred
  • Must be a team player and highly motivated with an ability to organize and prioritize multiple tasks
  • Communicate in a friendly manner and able to articulate precise written and verbal instructions for customers
  • Fundamental understanding of Planning, Manufacturing, Quality Assurance concepts
  • Must be computer literate, with a good knowledge of MS Office softwarePhysical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk, hear, and use fine motor skills. The employee is frequently required to stand, walk, sit and reach. The employee is occasionally required to bend, kneel, squat, and lift. The employee must occasionally lift or carry a maximum of 30 lbs.

Keywords: Geophysical Survey Systems Inc., Nashua , Customer Support Coordinator, Other , Nashua, New Hampshire