Aftermarket Services Coordinator

Ducommun, Inc.; Appleton (WI); On-site; USD 40,000 - 55,000; Full time

Job summary

Ducommun, Inc. is seeking an Aftermarket Services Coordinator in Appleton, Wisconsin, responsible for managing the Return Merchandise Authorization (RMA) process for defective products. This position involves handling customer requests, ensuring efficient processing, and collaborating with various teams.

The ideal candidate has a high school diploma, strong organizational skills, and 2-3 years of experience in RMA or customer service in a manufacturing environment. Join us to improve customer satisfaction and operational efficiency.

Qualifications

• Strong attention to detail and organizational skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage the Return Merchandise Authorization (RMA) process efficiently.
• Handle customer RMA requests and verify product issues.
• Coordinate with teams to resolve customer complaints.

Skills

Attention to detail

Organizational skills

Communication

Problem-solving

Analytical abilities

Proficient in Microsoft Office

Education

High school diploma or equivalent

Tools

ERP/CRM software

Job description

Aftermarket Services
Coordinator

The Aftermarket Services Coordinator is responsible for managing the Return Merchandise Authorization (RMA) process for defective or damaged products returned by customers. This role ensures that all returns are processed in a timely and efficient manner, including verifying return requests, coordinating repairs or replacements, and maintaining detailed records. The Aftermarket Services Coordinator works closely with quality control, inventory management, customer service, and production teams to resolve customer issues while ensuring minimal disruption to the manufacturing process.

Standard Essential Functions

• Handle customer RMA requests, including verifying product issues and validating compliance with return policies.
• Issue RMA numbers and provide customers with return instructions.
• Maintain a professional relationship with customers, ensuring that returned products are processed quickly and that customers are informed throughout the process.
• Collaborate with customer service to ensure effective communication with customers regarding return statuses and assist in resolving any customer complaints or dissatisfaction related to product returns.
• Collaborate with program managers to ensure that customers receive timely updates and resolutions.
• Coordinate with the Quality Control department to inspect returned items and determine the cause of failure or defect.
• Document the condition of returned products and categorize them (e.g., for repair, replacement, or return to vendor).
• Provide feedback to the manufacturing and engineering teams regarding recurring product issues and potential improvements.
• Identify patterns in returns and work with production teams to identify potential issues in manufacturing processes.
• Track and update return-related inventory, ensuring that all returned products are properly logged, tagged, and categorized in the system.
• Collaborate with inventory management teams to process returned goods, ensuring that stock levels are accurately updated.
• Prepare and maintain documentation for all RMA transactions, including shipping, repair, or replacement actions.
• Ensure adherence to all company policies and legal regulations regarding returns and product warranty processes.
• Ensure compliance with environmental regulations concerning returned products, including proper disposal or recycling of defective items.

Required Education and Experience

• High school diploma or equivalent required.
• Strong attention to detail and organizational skills.
• Excellent communication and interpersonal skills.
• Problem-solving and analytical abilities.
• Ability to work under pressure and meet deadlines.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and experience with ERP/CRM software.

Preferred Skills and Experience

• 2-3 years of experience in RMA, customer service, or logistics in a manufacturing or related industry preferred.
• Experience with quality control processes and inventory management systems is a plus.
• Knowledge of manufacturing processes and product quality control is a plus.

Equal Opportunity Employer Veterans/Disabled

2222 East Pensar Drive
Appleton, Wisconsin, 54911
United States