Company Type
Manufacturer
Location
Sarasota, Florida
Job Description
ORDER PROCESSING
• Receives and inspects returned AR and none AR products, repairs, production and misdirected returns. Determines if unit is to receive warranty service. This process includes un-boxing, ensuring customer paperwork is correct and with part, inspecting part for damage and determines if damage occurred during shipment, entering part/serial number in repair station system’s to create a Return Material Authorization (RMA) number, printing RMA and part serialization records and transporting part to Chief Inspector for further incoming inspection. Approximately 240 returns and 240 shipments per shop month.
• Enters maritime orders into computer system for repair, if required sends quote to customer.
• Logs and tracks all returned products using a computer system. Prioritizes and expedite customer orders.
• Prepares and transports part to shipping department after Final Inspection
• Ensures paperwork returning to customer is correct, e.g. correct serial number, 8130-3 included, etc.
• Maintains on-line and hard copy records of repair order files and related support documentation in a format that supports current QA auditing procedures.
• Monitors the progress of in-process orders; coordinates with appropriate personnel to troubleshoot any problems with production progress.
• Reviews repair contracts, government contracts excluded, to meet customer requirements, e.g. Lufthansa repair contract for 10 day turn-around.
• Negotiates repair order changes with customers via email, phone or fax as necessitated by changes in customer requirements, e.g. return date change.
• As required, furnishes follow-up repair/shipping documentation to customer on a timely basis.
• Maintain inventory or rotating stock parts and parts in lockup waiting disposition.
• Orders receives and stocks office supplies for repair station
• Interfaces with customers on repair problems and implements corrective action accordingly on a case-by-case basis. This includes making decisions on warranty interpretation, returned material disposition, and crediting customer accounts.
• Ensures compliance with Government and commercial repair contract requirements.
ADMINISTRATIVE SUPPORT
• Receives and responds to customer inquiries concerning price quotes and repair order status. These communications require a detailed knowledge of a variety of pricing programs, product features, ordering procedures, and product repair cycle and shipping schedules.
• Issues and receives verbal written price quotes and other required documentation on repair contracts per applicable price list (e.g. labor and material breakdowns).
• Maintains an updated knowledge of the customer base to ensure that all price quotes are made from the correct price list.
• Assists Credit and Collection Department on an as needed basis in investigating overdue customer accounts.
• Enters customer orders through on-line and hard copy procedures, ensuring that pricing and materials are listed correctly, including other paperwork required for individual customer (e.g., 1412’s, Pro-Formas, etc.) is completed.
• May perform the responsibilities of the Repair Customer Service Representatives during periods of heavy workloads and absences.
• May have the responsibility to properly managing hazardous waste generated in the repair station. Must be familiar with company waste disposal procedures and emergency contingency plan.
Job Skills
• High School graduate or equivalent, plus additional special training.
• Minimum of 1 year administrative experience.
• Must possess computer skills, e.g. Microsoft Office Suite.
• Must possess exceptional written and oral communication skills.
CSG is a EOE Minority/Veteran/Female/Disabled
Job ID: 12209
