Customer Return Specialist

Your activities

Provide customer focused complaint support (product information, return status, replacement orders, basic technical assistance & troubleshooting, credit notes, repair requests) via email or phone calls.

Communicate with customers to resolve issues with their returned product (i.e. documentation, quantity or item discrepancies, complaint status, etc.).

Strive to provide a timely one touch resolution by utilizing designated technical support, business resources, and ensuring customers provide all required information the first time (RMA request form).

Operate with and exhibit high quality professionalism to external/internal customers as well as peers.

Communicate effectively and clearly in written and verbal form. Focus on solutions and take opportunities to initiate behavioral and process changes as well as drive positive results.

Support & follow standard operating procedures (SOP's), Work Instructions (WIs), Return Material Authorization (RMA) procedures, and other processes to limit or eliminate service failures.

Complete all assigned training requirements including safety, on-the-job, and product training including being familiar with the various instrumentation product groups.

Support tasks related to WIKA's Performance Management goals and objectives.

Issue RMAs in the ERP system and provide customers with instructions and all necessary documentation needed to ensure the return process is smooth for the customer & WIKA.

Support accounting functions related to issuing credits or debits related to RMAs.

Enter replacement orders in the ERP system including expediting orders through the responsible Supply Chain Coordinator to ensure customers receive product in a timely manner.

Coordinate replacement items such as parts, boxes, labels, fill fluid, etc. to customers to minimize financial impact on the company from customers returning finished products.

Communicate status and final report for product evaluations & corrective actions to the customer.

Contact customer with cost of repair quotes and any applicable return evaluation fees.

Follow-up with RMA technicians on pending customer return related inquires.

Communicate with Customer Service Representatives, Sales, Technical Support, Product Managers as needed regarding customer or product information needed to support a customer claim.

Support Shipping, Customer Service, Manufacturing, and other WIKA facility related claims.

Participate in special projects and Kaizen events as needed.

Performs ancillary duties as needed.

Your profile

High school diploma required, associate's degree in a technical discipline preferred

Knowledge of WIKA products and processes preferred

2 years of experience in Customer Service or 1 year of WIKA customer service AM experience

Excellent communication skills, verbal, written, telephone and computer skills.

Strong Microsoft Office Skills (focus on Excel, Word, and Outlook)

ERP system proficiency

Ability to organize and manage multiple priorities in a fast-paced environment

Ability to identify, assess, and clarify unclear information