Job Description
Job Description
Key Responsibilities
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.