In addition to having a good understanding of the order entry and invoicing processes and responsibilities laid out in the CSR job description, the RGA Co-Ordinator will support the Client Service team in the following areas:
Post-sale customer interaction
- Handling incoming customer complaints and return requests via phone calls and emails
- Working to provide an exceptional overall customer experience
RGA/Complaint Process and Log
- Communicating and working with the Client Service, Quality Control, Engineering, Shipping/Receiving and any other internal departments to resolve any customer issues in an efficient and timely manner
- Ensuring all customer complaints are entered into the complaint log for traceability
- Issuing return orders as required and communicating all relevant information, policies and paperwork/logistics with the customer
- Issuing replacement orders as required and ensuring they are sent out to the customer as soon as possible
- Ensuring that all complaints are handled through to the Customer Resolution stage of the process
- Meeting with the Quality Department on a weekly basis to review any open complaints and follow-ups required, as well as to address any issues with backlogs or inefficiencies
- Overall working with the Quality Department to manage and maintain the complaint log, ensure all information is as up-to-date as possible
Administrative duties
- Follow up on daily/weekly reports
- Maintain filing
- Communicating regularly with the Director of Customer Relations, including scheduled check-in meetings on a monthly basis to review general updates, issues, concerns and/or suggestions for process improvement
- Any additional duties assigned by supervisor or manager
Core Competencies:
- Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and functions throughout the company
- Computer Proficiency with MS Office Applications
- Must be logical, organized and have a strong attention to detail
- Must be self-motivated with the ability to work independently as well as part of a team
- Ability to manage relationships with customers, distributors and co-workers to ensure customer satisfaction
- Must be customer focused
Experience/Education:
- Highschool Diploma
- Secondary education (specifically in business/administration) is an asset
- Experience with SAP is an asset
Job Application Form
RGA Co-Ordinator
Additional Job Postings
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- Richmond Hill, ON
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- Richmond Hill, ON
- Richmond Hill, ON
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- Richmond Hill, ON
- Richmond Hill, ON
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