Crestron Electronics

Primary liaison for internal and external customers for RMA related inquiries and status updates regarding repairs, replacements, returns for credit, return discrepancies, warranty information and addressing any concerns or issues. Overall administration and processing of RMA’s with strong focus on data and system accuracy to ensure overall customer satisfaction and retention. Escalate and collaborate with Sr. Customer Support Administrators and Supervisors to report any recurring trends or customer complaints that may contribute to process improvements and system enhancements.

This position is a hybrid role. Must be able to be onsite in Rockleigh, NJ 3 days a week

RESPONSIBILITIES

• Professionally and effectively communicate via phone, email, virtual conferencing and on-line chat. Participate in virtual conference meetings and/or in-person meetings with customers and sales team. Continuously ensure customer retention by fostering a trusting relationship benefiting both the Customer and Crestron.
• Review, prequalify, organize and authorize hardware returns up to $2K for Residential Customers and up to $10K for Commercial Customers. Returns exceeding threshold are escalated for additional approvals prior to processing.
• Review, qualify and release replacement orders up to $10K. Replacements exceeding threshold are escalated for additional approvals prior to processing. Monitor and maintain warranty orders for replacement material, suggesting replacement options or finding creative solutions to unique and time sensitive issues as needed.
• Assist and provide support to customers with out of warranty repairs. Liaison between the Service Department and the Customer. Authority to waive freight charges, discount parts and labor, approve no charge orders for missing and/or damaged products upon confirming if negligence due to Crestron error.
• Approve discounts of up to 10% for out of warranty replacement purchases.
• Engage with Shipping, Receiving, Logistics and freight carriers to research and resolve order related delivery issues including lost or missing product, documentation, quantity discrepancies and inaccurate addresses. Authority to re-consign, prepare and authorize pre-paid shipping labels as well as open investigations with freight carriers for lost or damaged product and follow through to resolution, including authority to provide replacement products to customers upon confirming if negligence due to Crestron error.
• Primary contact for RMA related support inquiries for both internal and external customers. Authorized to process loaners equipment as temporary solutions while product is being serviced to ensure customer satisfaction.
• Attend one on one Supervisor and/or Manager meetings, as well as weekly and monthly team meetings.
• Manage internal inventory inquiries, including returns/exchanges and requests for testing equipment.
• Review, prequalify and process warranty adjustments.
• Attend and participate in trade shows and other industry events.
• Other duties or responsibilities as required.

REQUIREMENTS

EDUCATION

• High school diploma or GED. College preferred.

EXPERIENCE

• Minimum of 2 years of relevant Customer Service, Sales Support and Operations experience.
• Skilled in using CRM software to manage customer interactions, track customer issues and maintain customer records.
• Knowledge of SAP and/or Salesforce preferred.
• General knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word)
• Knowledge of audio/ video conferencing systems i.e. Teams/Zoom
• Knowledge of ACD telephony systems
• General understanding of company products and services to provide accurate and timely information.
• General knowledge of industry best practices and customer service standards and techniques to provide exceptional service.
• Relevant Customer Service, Sales Support and Operations experience
• Ability to understand and communicate technical issues.
• Trade shows/industry events
• Exceptional verbal and written communication skills to effectively communicate with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance and technical support)
• Problem solving and analytical skills to assist customers and resolve their issues.
• Strong time management and organizational skills to efficiently and timely handle multiple issues simultaneously.
• Ability to handle challenging customers and resolve their issues in a calm and professional manner and escalate accordingly if needed.
• Continuous learning and adaptability to learning new technologies and processes.
• Team player who thrives in a fast-paced environment, embraces change, strong multitasker and creative thinker.
• Strong decision-making ability that includes the skill to examine all relevant data and recommend and/or provide solutions that meets the customer needs and expectations and aligns with Crestron's goals.
• Ability to prepare reports and distribute to Sr. Administrators, Supervisors and Managers for review.
• Strong relationship building abilities that includes effective communications and builds trust within and outside of the Customer Support Department.
• Strong ability to adapt to customers' rapidly changing needs. Quickly pivot to effectively keep focus on new challenges that arise and ensure customer satisfaction.