Job Description
Job Description
Customer Experience & Sales Support
- Serve as a primary point of contact by professionally managing high-volume incoming and outgoing calls and emails.
- Provide early morning coverage and ongoing support for our brands, including answering product questions, processing new orders, and performing accurate order entry and modifications in the ERP system.
- Analyze customer issues to determine the nature of the inquiry (technical, warranty, or general), efficiently directing complex issues to the correct internal department.
- Provide product and installation support over the phone, guiding customers through steps and arranging for necessary replacements.
End-to-End Warranty and Returns (RMA) Management
- Own the complete warranty process for all brands, including interpreting policy guidelines, reviewing and processing claims, and collecting necessary documentation (photos, proof of purchase) to verify claims.
- Generate, track, and manage all Return Merchandise Authorization (RMA) numbers and Return Shipping Labels, verifying product condition or ensuring proof of field destruction.
- Coordinate with technical and production teams for fault analysis and process final resolutions, including replacement orders, modifications, or credits.
- Conduct proactive follow-up communication with customers to confirm item receipt, satisfaction, or gather outstanding information.
Data Integrity and Process Improvement
- Maintain and update detailed customer records, product notes, and claim history to ensure maximum data integrity across all platforms.
- Collaborate regularly with internal departments (Sales, Shipping, Production, and Quality Control) to resolve complex issues, support fault analysis, and ensure accurate record keeping.
- Contribute to developing and updating Customer Service SOPs (Standard Operating Procedures) and assist in reporting claim volume and defect trends to support continuous improvement efforts.
Company DescriptionSINCE 1943 Robbins Auto Top has been a leading automotive aftermarket manufacturer.
Our experience in the design, improvement, development, and manufacturing of convertible tops, glass and plastic windows, tonneau covers and related products is unmatched in the industry.
Robbins takes great pride in its ability to produce exacting patterns. But even a great fitting pattern won't work if it is cut and sewn incorrectly.
At Robbins our team has the dedication required to produce products with the highest degree of craftsmanship.
Company Description
SINCE 1943 Robbins Auto Top has been a leading automotive aftermarket manufacturer.\r\n\r\nOur experience in the design, improvement, development, and manufacturing of convertible tops, glass and plastic windows, tonneau covers and related products is unmatched in the industry.\r\n\r\nRobbins takes great pride in its ability to produce exacting patterns. But even a great fitting pattern won't work if it is cut and sewn incorrectly.\r\n\r\nAt Robbins our team has the dedication required to produce products with the highest degree of craftsmanship.