Service RMA Coordinator

Company Overview

Hamilton Company is a worldwide leader in the design and manufacture of manual, semi-automated and robotic products for precision fluid measuring. We specialize in the development, manufacturing and customization of precision measurement devices, automated liquid handling stations, and sample management systems. For more than 60 years, Hamilton has been satisfying customer needs by combining quality materials with skilled workmanship, ensuring the highest level of performance of every precision fluid measuring device we manufacture.

Responsibilities

The RMA Coordinator performs all general office duties while coordinating Return Material Authorizations (RMA) with Hamilton customers and provides a high level of customer service through communication with customers via e-mail, fax, mail and telephone.

Responsibilities include but are not limited to: 

• Responsible for processing, monitoring, and expediting Return Material Authorizations (Warranty and Non-Warranty), including credits, invoicing, new accounts, orders, quotes, etc.
• Take the lead in monitoring the RMA process from start to finish in turning the RMA around in a timely manner and respond to customers within the allotted time-period with solution or repaired product return.
• RMA entry and documentation into Master Control.
• Some Technical Support to troubleshoot inquiries to solve failures and avoid an RMA if possible.
• Complete evaluation findings for order entry errors resulting in RMAs.
• Coordinate communication between customers, customer service personnel, service persons, internal departments, and provide information and reports as needed.
• Customer Service back-up support including product availability request, special made product request, special shipping method request, handling phone calls, some product knowledge, etc.
• Handle ECOs to add new parts numbers into the system.

Qualifications

• Strong work ethic and positive attitude, excellent organization, verbal and written communication skills, able to follow procedures, problem solving and decision making.
• Ability to prioritize tasks, manage time effectively and maintain accurate records.
• Ability to multi-task in a fast paced environment and perform efficiently under pressure.
• Ability to work harmoniously within the department as well as interfacing with all other departments.
• Position requires exerting up to 50 pounds of force and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move light objects. 
• Ability to problem solve by identifying and resolving issues related to returns, such as missing items, damaged goods and incorrect orders.

Education/Experience

• Must have High School diploma or equivalent.
• Previous Customer Service experience in an order processing environment/inventory control environment a plus.
• Basic knowledge on inventory management systems and Customer Relationship Management (CRM) software.
• Working knowledge of computers with Microsoft Office software programs.
• Position requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move light objects.  Position requires sitting most of the time.

About Hamilton

• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth.
• Commitment to sustainable design.
• Competitive compensation.
• Excellent benefit package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and much more.
• Solid stable company.
• Must pass drug and background screens.
• May be required to wear Personal Protective Equipment (provided by employer).

EEO - It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.

Mid Salary