CSR Account Specialist - CA

Sms Infocomm Corporation; Santa Clara (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

SMS InfoComm Corporation is seeking an RMA Customer Service Representative to manage customer interactions related to product returns and coordinate planning for the RMA lab. You will be the primary contact for customers and internal teams, ensuring timely processing and accurate information throughout the returns cycle.

The role requires a Bachelor's degree or related experience, and proficiency with SAP or ERP systems plus Microsoft Office (Excel).

Qualifications

• Bachelor’s degree or experiences in a related field.
• Proficiency in SAP or order ERP systems.
• Proficiency in Microsoft Office Suite, intermediate to high Excel experience.
• Experience in CSR, order management, account/business support, reverse logistics or a similar role is a plus.

Responsibilities

• Manage RMA requests from customers and ensure timely processing.
• Serve as the main point of contact for RMA status with customers and internal teams.
• Coordinate the return of components for manufacturer failure analysis.
• Maintain comprehensive records of RMA transactions and lab activities.
• Oversee FA components replenishment to ensure availability for analysis.
• Generate and analyze reports on RMA activities to identify trends.
• Participate in continuous improvement initiatives to enhance service levels.

Skills

Organizational skills

Multitasking

Detail oriented

Communication skills

Interpersonal skills

Hands-on

Teamwork

Goal oriented

Education

Bachelor’s degree or related field experience

Tools

SAP/ERP systems

Microsoft Office Suite / Excel

Job description

SummaryThe RMA Customer Service Representative (CSR) will be responsible for managing customer interactions related to product returns and coordinating planning activities for the RMA lab. This includes coordinating with internal departments and maintaining accurate records. This role ensures efficient processing of returns, high levels of customer satisfaction, and effective planning and scheduling of operations.Essential Duties and Responsibilities include the following. Other Duties not listed may be assigned.Daily Responsibilities:Manage RMA requests from customers, ensuring timely and accurate processing and the collection of necessary information.Serve as the main point of contact for customers and internal teams regarding RMA status and issues.Coordinate the return of components for manufacturer failure analysis.Maintain comprehensive records of RMA transactions and lab activities.Oversee FA components replenishment to ensure necessary components are available for failure analysis processes.Manage volume forecasts to anticipate return volumes and plan resources accordingly.Address customer concerns promptly and professionally to resolve issues effectively.Coordinate logistics and develop schedules to ensure efficient and timely processing and shipment of returns.Collaborate with technicians and engineers to plan, prioritize, and allocate resources effectively.Monitor operational progress to meet customer lead times, addressing any delays or conflicts.Troubleshoot and resolve both operational and system issues to maintain workflow efficiency and timely delivery.Generate and analyze reports on RMA activities to identify trends, lead-times, and issues for improvement.Participate in continuous improvement initiatives to enhance overall customer satisfaction and operational efficiency.Stay up to date with company products, services, and policies.Perform other duties as assigned.Education and/or ExperienceBachelor’s degree or experiences in a related field.SAP or order ERP system.Proficiency in Microsoft Office Suite, intermediate to high EXCEL experienceExperience in CSR, order management, account/business support, reverse logistics or a similar role is a plus.Essential Skills:Excellent organizational and multitasking abilities.Detail-oriented with a focus on accuracy and efficiency.Strong communication and interpersonal skills.Must be hands-on with ambition and drive to succeed - “Makes things happen”.Goal oriented and must be accustomed to achieving results through team-work.SMS InfoComm Corporation is an equal opportunity employer. Diversity and Inclusion are the foundation of our culture.Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.