customer service credit and rma specialist resume example with 9+ years of experience
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Manage company’s credit memos for defective credit returns, delivery shortage, invoice correction, sales invoice issuing, credit adjustments and claims dispute management for all active accounts in accordance with the company policy and procedures while supporting sales and accounting. Customer service professional with a solid ability to multi-task, prioritize, and manage time efficiently. Interested in the Quality Case Coordinator – Bio position at CPC, provide proactive communication with the customer, accurately and timely Resolve and enter customer complaints in CRM. Professional Skills Prioritizes workload and functions without close supervision by using strong analytical and organizational skills Adapts to changing requirements and demonstrates initiative Uses excellent interpersonal skills, phone manners, and office etiquette to foster strong relationships with associates and customer Leverages attention to detail, problem-solving, and follow-up skills to exceed goals and promote positive results Works effectively as part of a team, even under pressure
Prioritizes workload and functions without close supervision by using strong analytical and organizational skills Adapts to changing requirements and demonstrates initiative Uses excellent interpersonal skills, phone manners, and office etiquette to foster strong relationships with associates and customer | Leverages attention to detail, problem-solving, and follow-up skills to exceed goals and promote positive results Works effectively as part of a team, even under pressure |
- Troubleshooting product returned to CPC without an RMA attached to it.
- Accurate and timely submissions of incoming credits, debits, and RMAs utilizing CRM and Oracle.
- Enter customer complaints into the CRM database.
- Provide and review root cause analyses related to Order/Pricing issues.
- Assist in the implementation of Credit process improvements.
- Resolving discrepancies between billing and ordering based on quote, purchase order and/or price list.
- Providing input and adjusting accounts:.
- Conducting root cause investigation around pricing, pricing agreements, and quotes.
- Researching and resolving mistakes by Colder/customer that impact invoicing.
- Working on system-wide issues including quality credits and DBS / system issues.
- Ability to research, analyze and dispute customer deductions, and credits within a consumer product industry.
- Assist customers with questions/problems on their account.
- Assist business units and sales representatives regarding credit-related issues.
- Attend internal monthly meeting concerning Non-product complaints.
- Process non-sales related credits.
- Investigate and issue Return Material Authorization.
- Provide direction and guidance to less experienced team members.
- Assist in the implementation of Credit process improvements.
- Provide and review root cause analyses related to Order/Pricing issues.
- Enter customer complaints into the CRM database.
- Resolved customer problems and complaints by clarifying the issue, explaining the best solution.
- Coordinate efforts between sales, engineering, plants, and shipping to fulfill customer requests promptly.
- Provided customer support for import/export activities by coordinating international shipments while following governmental compliance rules.
- Handled calls and emails for 500 customers on order management issues.
- Created new processes to improve workflow.
- Worked on 50-60 orders per day, entering and making changes to existing orders, and completing order acknowledgments in the order entry system.
- Received, analyzed, and replied to 60-80 phone calls and emails per week related to customer’s orders and documented within Share Point and CRM.
- Educated Distributors and End Users who had questions about Nidec Motors and Drove policies or products.
- Entered and managed sales orders, monthly stock orders, RMA, warranty exchanges, credit returns, and consignment orders.
- Provided information about 15,000 products and services to customers, dealers, and sales.
- Trained three new hires on the various positions in Customer Service.
Minot State University - Minot, ND
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Resume Overview
School Attended
- Minot State University
Job Titles Held:
- Customer Service Credit and RMA Specialist
- Credit Specialist
- Customer Administrative Support Representative
- Customer Service Representative II / Receptionist
Degrees
- Bachelor of Arts
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