Customer Support Administrator

About the role

Primary liaison for internal and external customers for RMA related inquiries and status updates regarding repairs, replacements, returns for credit, return discrepancies, warranty information and addressing any concerns or issues. Overall administration and processing of RMA’s with strong focus on data and system accuracy to ensure overall customer satisfaction and retention.

Responsibilities

• Professionally and effectively communicate via phone, email, virtual conferencing and on-line chat.
• Participate in virtual conference meetings and/or in-person meetings with customers and sales team.
• Continuously ensure customer retention by fostering a trusting relationship benefiting both the Customer and Crestron.
• Review, prequalify, organize and authorize hardware returns up to $2K for Residential Customers and up to $10K for Commercial Customers.
• Review, qualify and release replacement orders up to $10K. Replacements exceeding threshold are escalated for additional approvals prior to processing.
• Maintain warranty orders for replacement material, suggesting replacement options or finding creative solutions to unique and time sensitive issues as needed.
• Aid and provide support to customers with out-of-warranty repairs. Liaison between the Service Department and the Customer.
• Authorize discounts of up to 10% for out-of-warranty replacement purchases.
• Engage with Shipping, Receiving, Logistics and freight carriers to research and resolve order related delivery issues including lost or missing product, documentation, quantity discrepancies and inaccurate addresses.
• Manage internal inventory inquiries, including returns/exchanges and requests for testing equipment.
• Review, prequalify and process warranty adjustments.
• Attend and participate in trade shows and other industry events.
• Other duties or responsibilities as required.

Requirements

• Educational background: High school diploma or GED. College preferred.
• Experience: Minimum of 2 years of relevant Customer Service, Sales Support and Operations experience.
• Technical skills: Skilled in using CRM software to manage customer interactions, track customer issues and maintain customer records. Knowledge of SAP and/or Salesforce preferred.
• Soft skills: General knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word), Knowledge of audio/ video conferencing systems i.e. Teams/Zoom, Knowledge of ACD telephony systems, General understanding of company products and services to provide accurate and timely information, General knowledge of industry best practices and customer service standards and techniques to provide exceptional service.
• Customer service skills: Ability to understand and communicate technical issues, Exceptional verbal and written communication skills to effectively communicate with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance and technical support), Problem solving and analytical skills to assist customers and resolve their issues, Strong time management and organizational skills to efficiently and timely handle multiple issues simultaneously, Ability to handle challenging customers and resolve their issues in a calm and professional manner and escalate accordingly if needed, Continuous learning and adaptability to learn new technologies and processes, Team player who thrives in a fast-paced environment, embraces change, strong multitasker and creative thinker, Strong decision-making ability that includes the skill to examine all relevant data and recommend and/or provide solutions that meets the customer needs and expectations and aligns with Crestron's goals.
• Company benefits: Competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, 401K with company match, Paid Time Off, Holidays, On-site Amenities at NJ Headquarters & TX Facilities, Crestron Market Cafes, and Fitness Centers.