RMA Service Specialist II
TSI Incorporated

Job Info

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JOB SUMMARY

The Service Specialist II is responsible for scheduling and coordinating flow of work within the department. Overall responsibilities of the Service Specialist II are designed around coordinating within Services our goal of achieving 100% customer satisfaction. They are responsible for accurate effective Return Material Authorization (RMA) processing including check-in, production support and Customer follow-up such as calling for repair authorization. In addition, they are responsible for advising and making recommendations to the area Supervisor regarding these activities. The Service Specialist II is generally responsible for the day to day activities of 3-5 employees.

ESSENTIAL JOB FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

50% Leadership:

• Assign and monitor day to day work activities.
• Participate in resolving questions or problems concerning customer Service activities.
• Provide Supervisor with input concerning employee performance. Participate in performance reviews including writing reviews as needed. Will not be involved in salary considerations. Also, will not have direct involvement with solving performance issues.
• Act as a "change agent" in supporting Company and department change with a consistent positive attitude.
• Coach and develop employees to be successful.
• Exhibit behaviors in accordance with the core values of the corporation.
• Participate in ISO training and promote ISO department compliance.
• Support TSI's Vision and Mission statement.
• Perform other related duties as assigned.

15% Training:

• Train new employees on processes and procedures related to department activities.
• Maintain area training records and logs.
• Assist the Supervisor in mentoring new employees with their transition to TSI.

35% General Duties:

• Perform check-in duties, respond to e-mail requests for service, follow-up with customers by phone or email, complete department service metrics, and respond to questions.

• Work with other departments to resolve problems, answer status questions and ensure on-time delivery.
• Be cognizant of any potential safety problems and report to a Supervisor or Safety committee member.

SUPERVISORY RESPONSIBILITIES

None assigned

QUALIFICATIONS

Education

High school diploma or GED is required. Post High School degree or four-year degree desired.

Experience

• 2-4 years customer service experience, with manufacturing experience a plus.
• Preference will be given to candidates with specific high or low volume assembly experience.
• Knowledge of SAP or other Enterprise Resource Management systems helpful.
• Some experience working in a customer service capacity or call center environment helpful.

KNOWLEDGE

• Basic PC knowledge. Experience with SAP and MS Word, Excel and SharePoint.
• Basic knowledge of a sales/customer service environment.

COMPETENCIES

• Personal and professional integrity.
• Strong technical aptitude.
• Active listening skills.
• Ability to present technical information in a systematic and convincing manner.
• Ability to train others in operation of technical products.
• Ability to plan, organize, and work successfully on simultaneous projects.
• Ability to employ sound judgment with little or no supervision.
• Ability to proficiently use Microsoft Office tools.
• Ability to work under pressure.
• Basic interpersonal, organizational, and communication skills.

EQUIPMENT TO BE USED

Must be able to:

• Use standard office equipment such as copier, fax, telephone, postage, etc.
• Operate computer and other electronic equipment
• Use roll carts to move instruments through the department.

DICKEY-john manufactures monitors, controllers, moisture testers, ground speed sensors, and a variety of other systems used in agricultural, public works, and analytical markets. Customers range from individual farmers to original equipment manufacturers (OEMs). No matter what the size, the expectations are the same: a cost-effective, technologically advanced, precision product. Visit our products at https://www.dickey-john.com/

Nearest Major Market: Springfield
Job Segment: ERP, SAP, Call Center, Developer, Sharepoint, Technology, Customer Service

This job has expired.