Warranty Transaction Specialist

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Located in Hillsboro, OR

Salary: $18.00

Warranty Transaction Specialist

Monday – Friday

6am-3pm shift or 7am-4pm

$18.00-19.00

Hillsboro, Oregon

 

 

Are you ready to put your skills to work in a dynamic and growing company?  Are you passionate about technology and want to see video, imagery, and data come to life on big electronic canvases?  Are you ready to make a difference and assist us as we help shape the way people think about and use digital signage now and into the future?

 

We are seeking a temporary Warranty Transaction Specialist who is responsible for monitoring RMA transaction activities for post-installation RMAs (Return of Material Authorizations) for multiple product lines, updating pertinent parties on RMA fulfillment progress, and managing all RMA related communications until RMAs have closed. Responsibilities include monitoring RMA activity, placing outbound calls to customers and internal team members, responding to email correspondence, and providing logistic support.  The Warranty Transaction Specialist will monitor the status of all RMAs to ensure that replacement product ships. They will inform the customer of updates throughout the RMA fulfillment process, and work with the customer to ensure defective parts are returned.  Additionally, the Warranty Transaction Specialist will track unreturned product and contact customers about unreturned goods via email or telephone. They will be responsible for overall RMA quality and will ensure all RMAs have been generated in accordance with established guidelines. This role has a direct impact on the customer service experience and satisfaction

What You’ll Do

  • Monitor RMA status via Pending RMA Action Queue in Salesforce CRM and provide status updates in a timely manner
  • Provide fulfillment and status updates to customers, and escalate fulfillment challenges to appropriate internal parties
  • Track all open RMAs from generation through to completion, ensuring that the customer has received replacement product and that defective product has been returned
  • Work with customers who have failed to return product in the allotted time on a daily basis using email or telephone communication
  • Create call tags and shipping labels as needed for customer pickups/returns.
  • Provide logistic support and track shipped goods as needed
  • Escalate non-return of goods to appropriate parties
  • Escalate all customer issues and disputes to appropriate Customer Escalation Manager
  • Work with management to change/update/modify warranty start dates and end dates in systems database as needed
  • Identify and report failure trends to Customer Service Manager and Product Engineer
  • Provide input to ensure customer service documented processes and procedures remain current, efficient and relevant
  • Assist Technical Support staff with customer out of stock issues and follow up on issues that will prevent Excellent interpersonal, telephone, customer service, time management, and decision-making skills essential.
  • RMAs from transacting
  • Log and maintain accurate notes/comments in the RMA system as well as the Salesforce case management system (CRM)
  • Provide summaries of RMA transaction history upon request
  • Maintain acceptable standards of office conduct
  • Ability to come to work demonstrating timely and regular attendance.
  • Ability to handle stress effectively

 

What You’ll Need

 

Technical skills: 

  • Demonstrated proficiency with Microsoft Office Suite and email applications, including the ability to analyze data using Excel and report on it to various audiences

Interpersonal skills:

  • Excellent interpersonal, telephone, customer service, time management, and decision-making skills essential.
  • Excellent written and oral communication skills, and demonstrated ability to communicate appropriate information to customers and team members in a professional manner
  • Demonstrated ability to work effectively in a team environment
  • Demonstrated ability to problem-solve, to think critically, and act innovatively
  • Demonstrated ability as a self-starter able to work effectively in a team environment

Other:

  • Demonstrated strong organizational skills with the ability to work efficiently in a fast paced environment
  • Punctuality and reliable attendance is critical
  • Willingness to work a 6 am Pacific Time shift
  • Willingness to be flexible on working hours to accommodate demands from specific projects or customer escalations

What You’ll Need to Bring:

 

  • High School Diploma or GED required
  • Minimum of one year of customer support experience in a hi-tech industry preferred
  • Previous experience using a personal computer with a Windows operating system required
  • ERP (Enterprise Resource System) experience preferred
  • CRM (Customer Relation Management) system experience preferred

For immediate consideration:

Apply online at http://www.expresshillsboroor.com

Call 503.640.3600

Or

Email your resume to: jobs.hillsboroor@expresspros.com

We offer a comprehensive benefits package including Medical/Dental/Vision insurance, Short Term Disability and Life insurance policies, a 401(k) retirement savings plan, Referral Bonuses, Direct Deposit with weekly pay and much more!!

Express Office: Hillsboro (Portland Metro)
1001 Southeast Tualatin Valley Highway
Suite B34
Hillsboro, OR 97123
Apply Now