SLA Returns Administrator, Burlington

A customer facing role working with the SLA Customer Coordinators to provide administrative support for SLA (Service Level Agreements) customers. The employee collaborates with internal contacts, including production and logistics, to expedite and schedule repair shipments, runs reports to help with the day-to-day processes of the team to ensure all is running smoothly. They also follow up directly with customers on status for any outstanding RMAs or purchase orders, escalating to management and sales when necessary.

Responsibilities

Enter orders as needed in as400 associated with service requests

Occasionally create service loan EPCNs&agreements in QuoteWeb

Provide status updates to customers regarding repairs

Request quotes from Sales Administration as required

Issue loan return RMAs to customers with service loans out

Communicate with Failure Analysis (FA) and evTOC Service teams as well as customers regarding basic status questions or issues

Process/invoice serial numbers in AS400 as required

Follow up on service loan returns with customers

Review existing and new SLA's with Customer Coordinator to ensure overall understanding

Pull reports and format information for End of Sale and End of Life product history

Pull and maintain reports for SLA Customer Coordinators

Administrative duties (filing, interdepartmental communication, etc.)

Additional tasks as required

Qualifications

Post-Secondary Education in related field (Business, Administration) or related experience

Excellent verbal and written communication skills, critical thinking skills, problem-solving ability, time management skills and interpersonal skills

Ability to work in a fast-paced environment

Knowledge of Microsoft Excel, Word, and Outlook

Some customer service experience is preferred

Skills

Detail-oriented

Time management and multitasking

Ability to work in a fast-paced environment

Ability to adapt to new and changing processes

Ability to work independently and as a team

Strong verbal and written communication

What we offer

Employer funded benefits program

Competitive total compensation package

Work-life balance

Employee Assistance plan

Employee Discount Platform

Career progression

Casual work environment

Social events and sports teams

#J-18808-Ljbffr