JOB SUMMARY

MONDAY THROUGH FRIDAY 8AM-5PM

The primary duties of this position will be to assist customers in resolving warranty, returns, credits, and reactive expediting issues in accordance with Radwell International, Inc. policies.  The majority of this contact will be through our department email address Returns@radwell.com and Expediting@radwell.com as well as through the phone queue lines ext. 650; 309; and 2508.  This position requires the bilingual employee to both speak and write in both English & Spanish and help, assist, and translate any process concerning the Customer Satisfaction department.  The bilingual employee must be able to perform the Essential Duties and Responsibilities in both languages fluently.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• EXPEDITING

1. Expedite all open orders reactively from customer inquiries by contacting vendors and customers; notifying customers and updating Dynamics as necessary.
2. Note each sales order and its corresponding purchase order with any changes such as quantity, delays, price discrepancies and/or cancellation requests in detail.
3. Update customers of the latest delivery status of their open orders.
4. Respond to customer inquiries by phone, email, and/or fax.
5. Respond to all customers in a timely, efficient, and professional manner.
6. Interact with other departments within Radwell in order to effectively meet customer needs.

• RETURNS

1. Respond to customer requests for Engineering consults, RMA’s for credits and warranty repairs in a timely fashion. All customers should be responded to within 2 hours of their inquiry.
2. Distribution Returns – Customer contact; Manufacturer / Distributor contact.  Sales interaction.  Returns receiving interaction. Accounting interaction. Must gather restocking information from vendor and list the breakdowns for both customer and Radwell International.  Must ensure the customer returns the FNFP items and they are returned to the vendors with the vendor RMA.  Must record all tracking information to the vendor/ customer.  Abide by company return policy and follow through and complete the return process currently in place.
3. Returns / Warranties – Customer contact; interaction with sales and QA Technicians.  Interaction with Quality Control management.  Record and contact sales when replacement orders are needed and must express the urgency of the replacement.  All must be properly investigated & documented. 
4. Warranty Returns – Arrange for customer to go over problem with Team Leader.  Process return number and notify any rush repairs.
5. Expedite your open RMA’s and document progress.  Part of your Monthly and Yearly evaluations will focus on how successful you are following up on these open issues

• CUSTOMER SATISFACTION

1. Ensure high degree of customer satisfaction by responding promptly, professionally and efficiently to all customer related requests.
2. Research/communicate/report/resolve/archive as requested all customer and/or employee questions/comments and issues using Radwell systems (Internet, RADiant Spectrum, PriceTool, P21, Phone, Email, Fax, etc).
3. Maintain organized outlook folders and manage inbox (keep inbox empty); save records of all customer related conversations/communications in Inbox-sub-folders named by a standard main-category (such as: expedites, vendor responses, customer responses, faxes, etc) and archived monthly.
4. Use customer/employee feedback and research/testing to suggest corrections and/or improvements within customer related Radwell Systems (including phones, faxes, websites, directions, copy, links, forms, communications, etc).
5. Document and assist on special projects as requested.
6. Report any/all customer complaint's needing manager resolution to Customer Satisfaction Supervisor for follow up/closure.
7. Escalate any/all customer service issues to the SCSC, ACSM, or the CSM

METRICS

1. Customer contact must be made within the hour for any request received before 4pm. Any request received after 4pm contact must be made to state the request will be handled the next business day.
2. Productivity will be measured quarterly and month to month comparisons will be documented for number of phone calls and emails handled.

Duties may be modified from time to time. Other duties, tasks and work may be assigned

KNOWLEDGE & SKILLS REQUIRED

• Strong Computer Proficiency
  • Typing test will be administered
• Being able to multi – task
• Strong follow up skills
• Attention to detail
• Accuracy
• Problem solving abilities
• Good Communication skills
• Must Be Bilingual in Spanish/English, verbal and written

EDUCATION & EXPERIENCE

High School Diploma or equivalent required. Associates Degree is a plus. 1 to 3 years related customer service experience and/or training.

PHYSICAL DEMANDS

• This is an office job and entails the physical demands associated with operating a telephone and computer (viewing monitor, keyboard, and mouse).
• Lifting requirements include occasional lifting of up to 25 pounds.

EMPLOYEE EVALUATION SUMMARY

• Introductory -- Will be written at approximately 30, 60, and 90 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue
• Quarterly Reviews will be performed on sections described above
• Annual Reviews – Employee will be given a formal annual review which assesses productivity and demonstrated business skills and accomplishments for the previous period.

Required Skills Required Experience