Customer Service Representative, RMA

Essential Duties and Responsibilities

• Provide exceptional customer service and timely follow-through to internal and external customers through phone, email, CRM systems, and other communication channels.
• Serve as a primary point of contact for customers, dealers, and internal departments by coordinating information, responding to inquiries, and facilitating issue resolution.
• Process customer SLA requests by validating warranty coverage, service entitlements, contract terms, and supporting documentation while ensuring compliance with established procedures.
• Research and resolve customer inquiries related to warranties, service contracts, asset ownership, equipment history, account information, and service eligibility.
• Utilize SAP, CRM, and other business systems to accurately enter, maintain, and update customer, asset, and equipment information while ensuring data integrity across systems.
• Effectively manage workload and prioritize tasks to meet customer expectations, service level commitments, and organizational objectives.
• Collaborate with internal departments to resolve customer issues, maintain accurate records, and support efficient business operations.
• Identify opportunities for process improvement that enhance customer satisfaction, improve data accuracy, and streamline operational workflows; partner with leadership to implement approved solutions.
• Record customer product quality complaints in accordance with complaint handling guidelines and standard operating procedures, ensuring appropriate escalation to Quality for further review and processing.
• Consistently follow documented procedures, work instructions, and company policies to ensure accuracy, compliance, and operational excellence.
• Perform other duties as assigned. Up to 5% travel.

Qualifications

The ideal candidate will possess strong attention to detail, a commitment to data accuracy, and the ability to manage multiple priorities in a fast-paced environment. This position requires excellent analytical, organizational, and customer service skills, along with the ability to navigate multiple business systems while ensuring compliance with established procedures and service commitments. Candidates must demonstrate a high degree of accuracy when entering and maintaining customer, asset, warranty, and SLA information. The ability to work independently, collaborate effectively across departments. Ability to work standard departmental hours of 40 hours per week, including holidays and overtime as business needs require.

Minimum requirements

• HS Diploma or equivalent
• 1-3 years’ experience in a customer service-related field

Preferred requirements

• Associates degree
• 2+ years of contact center experience
• Experience with Customer Relationship Management Systems (CRM)
• Experience utilizing SAP

Expectations

• Customer Focus & Professional Communication – Dedicated to meeting the expectations of internal and external customers through exceptional service. Communicates effectively in both written and verbal forms while maintaining a professional, respectful, and customer-focused approach.
• Attention to Detail & Accuracy – Demonstrates a high level of accuracy when entering, validating, and maintaining customer, asset, warranty, and SLA information. Consistently ensures data integrity and compliance with established procedures.
• Cooperative – doing or willing to do what is asked or required
• Teamwork & Collaboration – Works effectively with peers, leadership, and cross-functional teams to achieve shared objectives. Demonstrates cooperation, respect, and a willingness to support team success.
• Results orientation – must deliver results
• Problem Solving & Decision Quality – Uses sound judgment, analysis, and experience to identify root causes, resolve issues, and make effective decisions. Responds quickly and accurately to customer concerns, data discrepancies, and operational challenges.
• Cultural Awareness & Inclusion – Respects diverse perspectives, backgrounds, and experiences while fostering an inclusive and collaborative work environment.