Customer Service Representative

JOB SUMMARY

Universal Audio is looking for an experienced Customer Service Representative to help our customers with the return of units for repair/replacement, processing payment for non-warranty repairs, monitoring and determining the movement of repairs in our repair facilities and entering and processing parts orders.  This position will primarily be remote, but could also require working in repair, and third party logistics facilities.

RESPONSIBILITIES:

RMA activities:

• Daily RMA activities including, but not limited to
  
  
  1. Issuing RMAs to End Users, Dealers and Distributors
  2. Inspection/disposition incoming units
  3. Removing registrations from returned products
  4. Issuing and assigning sales orders for repaired units and replacements
  5. Coordination of customer escalations in regard to movement and prioritization of daily repairs internally and externally
  6. Providing and following up on estimates of non-warranty repairs
  7. Communicating and updating customers on their repairs
  8. Running reports on RMA and Sales activity

Inventory/Parts:

1. Entering/processing parts orders
2. Following up on parts shortages by interacting with the Inventory Management group to move parts within differing locations
3. Collaborating with Sales Operations on consolidation of parts orders with FG orders
4. Conduct, as needed, and year end cycle and inventory counts

Technical Support:

1. Providing help to customers with repair related issues including verification of symptoms, vetting “no problem found” repairs, expedite requests, etc.
2. Provide back up to the Technical Support team during periods of peak traffic with less technical requests, i.e. promotion questions, store pricing, 

REQUIERED SKILLS AND EXPERIENCE

• High school diploma or Equivalent Experience.
• Experience with ERP systems like NetSuite, EPICOR, MAS, SAP, etc.
• Intermediate to advances skill of MS Office Suite
• Use of common customer service tools like Zendesk, Cloud based phone systems
• Basic knowledge of electronics is a plus.
• Great communication skills
• Ability to lift 30 pounds
• Knowledgeable on DAW systems a plus. 
• Able to multitask and prioritize under pressure.
• Sit for extended hours.
• Knowledgeable on Microsoft Office.