RMA Coordinator I

The RMA Coordinator I is responsible for handling customer concerns both internally and externally. Resolution is needed for a multitude of issues, including defective parts, exchanges, late or lost deliveries, invoicing errors, repairs, missing items, parts damaged during transit, address changes, credits, customs issues, etc.  Works under general supervision.  

Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations. The hours for this position are Monday- Friday 11:30a.m.- 8:00p.m..

Essential Job Functionsinclude the following, but are not limited to:

• Responds to requests via incoming telephone calls, emails, and returned boxes daily.
• Documents RMAs by adding an RMA Note to the Sales Order as well as gathers pertinent information about the issue(s).
• Sets up Intercompany return orders for returns or repairs going to other Thorlabs entities.
• Supports intercompany returns to THO by assisting with communication of the failure with local BUs and shipment of replacements.
• Creates Non-Conformance Reports (NCRs) in the D365FO Quality Module.
• Provides customers with RMA numbers and instructions for returning products.
• Creates pre-paid shipping labels for customers.
• Creates RMAs and paperwork for loan units while customer items are being repaired.
• Posts pick lists and packing slips.
• Quarantines Stock when necessary.
• Coordinates repairs and tested replacements with Business Units.
• Compensates customers based on sound decisions.
• Communicates with accounting, inventory control, shipping, tech support, carriers, Business Units, and entities to resolve issues and prevent re-occurrences.
• Follows up and invoices RMAs to ensure customers receive items, credits, and invoices in a timely fashion.

In addition to the essential functions and duties listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position. 

Physical Activities:

This is largely a sedentary role; however, some movement of boxes may be necessary. This position requires the ability to occasionally lift objects up to 25 pounds.

Requirements

Qualifications

Experience:

• Minimum of 1 year experience preferred.  Prior Customer Service experience required.

Education:

• High School Diploma or equivalent or equivalent work experience.

Specialized Knowledge and Skills:

• Proficient with a variety of computer software applications including Microsoft Outlook, Excel and D365FO.
• Strong proficiency in sales and customer service.
• Strong ability to work under time constraints, to multitask, and solve multifaceted problems.
• Strong organizational, planning skills, and attention to detail.
• Strong ability to work well in a group atmosphere and comply with high quality standards.
• Strong communication and interpersonal skills are required to enable tailored written responses and an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Must be able to work on a self-initiated basis in a team environment.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Benefits

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few..