Customer Care Liaison - 8:30a-5:00p

Customer Care Liaison- (Monday - Friday 8:30a-5p) needed in our state-of-the-art environmentally controlled very clean facility in South Bend, IN.PEI-Genesis is seeking an organized and customer-focused Customer Care Liaison to manage the end-to-end RMA (Return Material Authorization) process for designated territories. This role involves detailed data entry, cross-functional coordination with internal teams and external customers, and driving fast, accurate root-cause analysis and corrective actions.

The ideal candidate will have strong Excel and ERP/MRP system experience, excellent communication skills, and a commitment to delivering high-quality, timely responses that enhance customer satisfaction.$1000 Sign-On Bonus Benefits Medical  Insurance Free Vision & Dental Insurance
* Company Paid Life Insurance Company Paid Long Term Disability Paid Time Off Paid Sick Time Flex Schedule Options
401(k) plus Company Match Referral Program Employee Assistance Program Tuition Reimbursement Sign-On Bonus Perfect Attendance Bonusfor employees only. Dependents can be added, but a premium will apply.

EDUCATION/

EXPERIENCE:

0- 5 years related experience and/or training; or equivalent combination of education and experience.

High School Diploma or GED Preferred or any combination of education, training and experience that demonstrates the ability to perform the duties of the positionTECHNICAL/MANAGERIAL

COMPETENCIES:

Effective Written and Verbal Communication skills

Ability to quickly learn products, processes, and technically complex systems.

Proficiency in Excel for data management, reporting, and charting.

Experience with ERP/MRP systems (e.g., Oracle, SAP, People Soft) or similar systems

Strong Organization & Task Management skills

Intermediate Microsoft Excel skills; proficient in Outlook and Word.

Customer-service mindset with a focus on timely, accurate responses.

ESSENTIAL TASKS AND RESPONSIBILITIES:

Manage the full RMA process flow from receipt to disposition, including authorization, return processing, and replacements/credits.

Review RMA status, track returned goods, and drive cleanup of overdue RMAs (e.g., level 5 Hotlines).Open new RMA requests; determine validity and completeness; issue RMAs, credits, or replacement orders per customer needs.

Coordinate routing of RMAs and obtain clarifications or supporting documentation (e.g., pictures) from customers or sales.

Generate and maintain system reports tracking RMAs, facility promise dates, open issues, and performance metrics for management.

Communicate with Sales, customers, and internal teams to expedite resolutions and escalate as needed.

Review non-conforming material using defined workmanship standards and manufacturer or management direction; initiate appropriate disposition.

Drive root cause identification, assign correct system reason codes, and check inventory for related quality issues.

Process advanced replacements when required and handle ambiguous “parts showed up but we don’t know why” scenarios.

Participate in special committees, projects, or continuous improvement initiatives as assigned.

Perform other duties as needed to support the RMA process and customer satisfaction.

PEI Genesis is an Equal Opportunity Employer/Veterans/Disabled.
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