Customer Service/Rma Coordinator

ABOUT THE ORGANIZATION
ArgonFDS designs, manufactures, and commercializes rugged displays, computers, tablets, and peripherals for aerospace and defense applications, and cabin management and inflight entertainment systems used on private, commercial, and government executive jets.
JOB SUMMARY
The Customer Service/RMA Coordinator acts as the point of contact for customers, sales, and repair technicians to provide after-sales support to our customers.
The responsibilities of this role include (i) proactively communicating with customers; (ii) coordinating the movement of and maintaining accurate status of all customer-owned equipment while in the possession of ArgonFDS; (iii) proper handling of customer problems, repair quotes, and customer service/RMA paperwork; and (iv) timely completion of repairs to ensure 100% customer satisfaction.
As a member of our team, the Customer Service/RMA Coordinator plays an active role in ensuring that ArgonFDS' reputation for service and delivery is upheld.
GENERAL RESPONSIBILITIES

• Maintain solid customer relationships by handling their inquiries and concerns regarding equipment returns and repairs.
• Answer the support phone and emails, and route calls and emails to appropriate technician or management as applicable.
• Answer routine administrative questions pertaining to the company's equipment, practices, and policies.
• Issue RMA numbers, instructions for returning products, and repair quotes.
• Receive as well as enter and maintain RMAs in the ERP system.
• Maintain spreadsheet tracking of all RMAs and their status.
• Ensure all documents and technical data are accurate and applicable for each RMA.
• Coordinate with accounting for credit card purchases by customer.
• Maintain outstanding Advance Replacement and Loaner units.
• Report customer escapes and investigate the details of the technical findings.
• Work closely and effectively with all departments to coordinate repair workflow and organize on-time shipments of replacement and/or repaired products.
• Provide timely updates to customers via phone and email as needed.
• Generate metrics with company data as well as provide year-to-date data and other crucial information to improve overall quality and service levels.
• Other duties as required.

FAA/EASA Part 145 REGULATORY RESPONSIBILITIES

• Understand the current specifications, limitations, procedures, and authorities established by FAA regulations.
• Comprehend the procedures, processes, materials, tools, and equipment generally used in the work in the part 145 repair station.
• Maintain log of all 8130-3 paperwork issued by part 145 repair station.

• Train, direct, and assist all personnel performing work in the repair station.
• Ensure all processes and procedures are followed in accordance with regulations.
• Maintain the repair station's employment summary and training records.
• Ensure the repair station's technicians follows the calibration process and use calibrated tooling and equipment where needed.
• Continuously review the repair station's training program to ensure all the repair station's training needs are met.
• Perform responsibilities as the FAA Drug Abatement Supervisor.

JOB REQUIREMENTS

• 3+ years of applicable experience preferred.
• Professional attitude and reliable attendance.
• Superior customer service and communication skills.
• Professional written communications skills including spelling, grammar, and punctuation.
• Good organizational and time management skills with the ability to work accurately and efficiently with minimal supervision.
• Ability to comfortably adjust on the fly as priorities shift and plans change.
• Understanding of the FAA requirements for Part 145 products preferred.
• High school diploma or equivalent required; college degree preferred.

COMPUTER SKILLS

• Proficient in MS Office suite of products.
• Excel experience preferred.
• ERP experience preferred.

Personal Traits and Characteristics

• Quality First: Plan & execute accurate, complete, timely and reliable work. Integrity never compromised.
• Teamwork: Collaborative with customers, suppliers & associates at all levels towards mutual objectives.
• Sense of Urgency: High energy, self-motivated. Spontaneously recognizes and resolves issues.
• Customer Focus: Makes customers a primary focus, develops and sustains loyal, productive relationships.
• Continuous Improvement: Develops and implements creative solutions to systems and processes.
• Deliver Results: Driven to deliver short and long-term results. Maintains focus on what's most important.
• Adapting to Change: Able to effectively adapt an environment of change, uncertainty, and ambiguity.
• Work Group: Ability to work within a small, high-performance group.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
While performing the duties of this job, the employee is regularly required to sit, talk, see and hear. The employee is frequently required to walk; use hands to finger, handle, lift, bend, and feel or reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Office-type environment with temperature control; may be exposed to chemicals related to office equipment. The noise level in the work environment is usually moderate.
ArgonFDS provides equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.