Primary liaison for internal and external customers to oversee and manage RMA related process including repairs, replacements, returns for credit, return discrepancies and warranty management. Strong analytical and problem-solving skills required to research and resolve complex situations with a strong focus on system accuracy to ensure overall customer satisfaction and retention. Assist management with reporting, leading status meetings, assisting with system testing and special projects as needed. Collaborate with Supervisors and Managers to provide valuable insights and feedback from the front lines to assist them in making informed decisions that drive continuous improvements in addition to mentor other team members.

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.
• Oversee quarterly stock rotations for large customers and assists with complex logistics.
• 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 alternate 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. Authorized 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.
• Demonstrate initiative to work independently or within a group to develop solutions that will drive change and enhance the customer experience.
• Engage with Shipping, Receiving, Logistics and freight carriers to research and resolve order related delivery issues including lost or missing product, documentation, complex 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 is 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.
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• 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:

High school diploma or GED. College preferred.

EXPERIENCE:

• Minimum of 5 years of relevant Customer Service, Sales Support and Operational experience. Prior Team Leader, Supervisor or Manager experience preferred.
• Individual contributor with minimal supervision.
• 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
• Thorough understanding of company products and services to provide accurate and timely information.
• Thorough 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)
• Strong problem solving and analytical skills to assist customer problems, identify root causes, and develop effective solutions to resolve customer issues.
• Strong time management and organizational skills to efficiently and timely handle multiple issues simultaneously.
• Strong conflict resolution skills to handle difficult or irate customers and resolve customer issues in a calm and professional manner.
• Continuous learning and adaptability to learning new technologies and processes to improve customer experience.
• 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 and guidelines.
• Ability to engage and work closely with department Supervisors, Managers and Directors to support personal development and growth.
• Ability to prepare reports and present data to Supervisors and Managers to discuss areas where process improvement may be needed.
• Demonstrate initiative to work independently or within a group to develop solutions that will drive change and enhance the customer experience.
• Strong relationship building abilities that includes effective communications and builds trust within and outside of the Customer Support Department.
• Maintain a positive and motivating attitude during training of new employees while also offering assistance and guidance to existing team members.
• Strong ability to adapt to customers' rapidly changing needs. Quickly pivot to effectively keep focus on new challenges that arise and ensure customer satisfaction.