Americas | English

Customer Service Specialist/RMA Coordinator

Date Posted: 10/12/18

Elma Electronic Inc. is the recognized leader in high quality component and systems manufacturing. We have an excellent opportunity for you to become a part of our success. We have an immediate opening for a Customer Service Specialist/RMA Coordinator in our Fremont, CA facility.

The Customer Service Specialist/RMA Coordinator will provide customer support and manage the processing of all returns and repairs for all product lines and locations of Elma Americas. This person will report to the VP of Marketing and Customer Support.

Major tasks will include:

  • Maintain solid customer relationships by handling their inquiries and concerns regarding repairs and returns and providing proactive communications
  • Process returns and repairs including scheduling repairs, creating work orders and return material authorizations, issuing credit memos, resolving invoicing issues and tracking shipments
  • Work closely and effectively with all departments and managers to expedite repairs, coordinate repair work flow
  • Provide quick, efficient, professional and courteous service and required information to internal and external customers
  • Update Sales Managers on customer concerns regarding returns
  • Prepare weekly reports on return and repair activity including warranty issues
  • Track key customer activity on returns and repairs and report to Customer Service Manager
  • Prepare repair estimates for both domestic and international customers
  • Develop and set the standard for excellent customer service within the department
  • Manage, organize, and update relevant data using ERP and CRM
  • Interpret instructions and issues arising, and then implement actions according to administrative policies and procedures
  • Research and trouble shoot problems including moderately complex issues; investigate information to resolve customer service issues
  • Adhere to stated policies and procedures relating to quality management
  • Manage delegation of tasks to ensure progress, keep to set schedule and meet deadlines
  • Maintain procedures manual to ensure consistent performance of routines
  • All other duties as assigned

Requirements include:

  • AS/BS in technical field (Electrical or Mechanical) or equivalent experience preferred
  • Minimum 5 years of experience in sales administration, customer service, or technical support, preferably for electronic or high-tech manufacturing industry
  • Elma product knowledge a plus
  • PC literate with experience in MS Word, Excel and database programs
  • Knowledge of ERP and CRM database, preferably Microsoft Dynamics 365
  • Excellent customer service and communication skills
  • Ability to multi-task
  • Ability to work independently and as part of a team
  • Excellent organizational skills with meticulous attention to details
  • Ability to function successfully in fast paced, high pressure environment
  • Ability to understand warranty terms
  • Some accounting aptitude
  • Technical background: knowledge of electronic packaging, backplane-based computer systems and real time computer environments a plus

Elma offers a competitive salary and benefits package. For immediate consideration, please fill out the form below. Elma Electronic Inc. is proud of our diversity and equal employment opportunity practices. We are an EEO employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.

For immediate consideration, please  apply here.

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