Customer Support Administrator

Crestron Electronics Inc.

- 15 Volvo Rockleigh, NJ, 15 Volvo Drive, Rockleigh, New Jersey, United States of America

Posted Monday, November 17, 2025 at 5:00 AM

At Crestron Electronics, Inc we build the technology that integrates technology.

We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products’ are integrated into new high-tech commercial buildings’ to include some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, Linked In and many others. We are the leaders in the most exciting industry in the world!

Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems and HVAC to provide greater comfort, convenience and security.

This position is a hybrid role. Must be able to be onsite in Rockleigh, NJ 3 days a week

• Professionally and effectively communicate via phone, email, virtual conferencing and online chat. Participate in virtual conference meetings and/or in-person meetings with customers and sales team. Continuously ensure customer retention by fostering a trusting relationship benefiting both the Customer and Crestron.
• Review, prequalify, organize and authorize hardware returns for Residential and Commercial Customers.
• Review, qualify and release replacement orders. Monitor and maintain warranty orders for replacement material, suggesting replacement options or finding creative solutions to unique and time-sensitive issues as needed.
• Assist and provide support to customers with out of warranty repairs. Liaison between the Service Department and the Customer. Authority to waive freight charges, discount parts and labor, approve no-charge orders for missing and/or damaged products upon confirming if negligence due to Crestron error.
• Approve discounts of warranty replacement purchases.
• Engage with Shipping, Receiving, Logistics and freight carriers to research and resolve order-related delivery issues including lost or missing product, documentation, quantity discrepancies and inaccurate addresses. Authority to re-consign, prepare and authorize pre-paid shipping labels as well as open investigations with freight carriers for lost or damaged product and follow through to resolution, including authority to provide replacement products to customers upon confirming if negligence due to Crestron error.
• Primary contact for RMA related support inquiries for both internal and external customers. Authorized to process loaners equipment as temporary solutions while product is being serviced to ensure customer satisfaction.
• Attend one on one Supervisor and/or Manager meetings, as well as weekly and monthly team meetings.
• Manage internal inventory inquiries, including returns/exchanges and requests for testing equipment.
• Review, prequalify and process warranty adjustments.
• Attend and participate in trade shows and other industry events.
• Other duties or responsibilities as required.

• High school diploma or GED. College preferred.

• Minimum of 2 years of relevant Customer Service, Sales Support and Operations experience.
• Skilled in using CRM software to manage customer interactions, track customer issues and maintain customer records.
• Knowledge of SAP and/or Salesforce preferred.
• General knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word)
• Knowledge of audio/video conferencing systems i.e. Teams/Zoom
• Knowledge of ACD telephony systems
• General understanding of company products and services to provide accurate and timely information.
• General knowledge of industry best practices and customer service standards and techniques to provide exceptional service.
• Relevant Customer Service, Sales Support and Operations experience
• Ability to understand and communicate technical issues.
• Trade shows/industry events
• Exceptional verbal and written communication skills to effectively communicate with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance and technical support)
• Problem solving and analytical skills to assist customers and resolve their issues.
• Strong time management and organizational skills to efficiently and timely handle multiple issues simultaneously.
• Ability to handle challenging customers and resolve their issues in a calm and professional manner and escalates accordingly if needed.
• Continuous learning and adaptability to learning new technologies and processes.
• Team player who thrives in a fast-paced environment, embraces change, strong multitasker and creative thinker.
• Strong decision-making ability that includes the skill to examine all relevant data and recommend and/or provide solutions that meet the customer needs and expectations and aligns with…