Lafox, Illinois
Senior Customer Support Representative Job Opening in Lafox, Illinois - Functional Scope: Performs duties to assist and process correspondence and returns to the vendor, and customer returns for warranty consideration. Reviews and manage any outstanding return authorizations for customer via assigned vendors. Acts as a liaison between customer, product manager, and sales in determining the best solution for the customer. In addition, supports the sales force with the timely management of sales orders and back orders. Also responsible for correcting any errors on sales orders such as price corrections.
Job Responsibilities:
Essential Job Functions:
Coordinates action/activity with receiving, purchasing, sales and manufacturing.
Handles warranty items and non-defective problems, i.e. shortages/overages, pricing issues, and wrong PO?s.
Has total ownership of Return Authorizations, which includes: Gathering information from customer and issuing a Case and RMA number. Determining the most solution for the product to be returned. Issuing the internal credit and works with ICD on cost adjustments. Obtains vendor RMA and initiates RTV. Expediting with vendors to ensure timely disposition; tracking turn-around time. Keeping product manager and sales reps informed as necessary. Ensuring CASE is closed in a timely manner. Researching/ resolving/updating any errors associated with the RMA.
Researches the source of any internal errors.
Provide order processing support to the sales force via the timely management of the order queues within xRM.
Works the OSSR queue and process order change requests, account rebillings, freight adjustments, incorrect material received, price/cost corrections, shipping damage, and shortage/overages.
Process the necessary government paperwork to support the shipment of sales orders to the US Government. This includes preparation of required governmental forms and coordination with warehouse personnel on weights, dimensions, carrier and ship dates specific to government orders.
Provide support function for the tracking of customer carcass, duds and rebuilt tubes. Including tracking of duds by serial number, linking of same serial number duds to sales orders, carcass credit processing. All the while keeping communication open between CSD and Purchasing to ensure the process flows smoothly and orders are processed and filled timely.
Non-essential Job Functions:
Filing
Sorting of Paperwork
Operate office machines such as, calculator, fax machine, copy machine
Other duties as assigned
Qualification Requirements: High school graduate or equivalent . Must possess at least three years of customer service experience. Must have excellent problem solving skills and math skills. PC experience
Working Environment : Office
ABOUT OUR COMPANY : Richardson Electronics (NASDAQ: RELL) is a global distributor and engineered solution provider focused on the display system and electron device markets. Founded in 1947 and headquartered just outside of Chicago (Lafox, IL), we employ over 300 people worldwide and maintain stocking integration centers in the U.S., Europe, Asia and South America. We offer superb prospects for professional growth, along with a competitive base salary, healthcare benefits, and 401k.
Job Type: Full-time
Job Location:
Lafox, IL
Required education:
High school or equivalent
Required experience:
customer service: 3 years
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