Job Description

In addition to having a good understanding of the order entry and invoicing processes and responsibilities laid out in the CSR job description, the RGA Co-Ordinator will support the Client Service team in the following areas:

Post-sale customer interaction

• Handling incoming customer complaints and return requests via phone calls and emails
• Working to provide an exceptional overall customer experience

• Communicating and working with the Client Service, Quality Control, Engineering, Shipping/Receiving and any other internal departments to resolve any customer issues in an efficient and timely manner
• Ensuring all customer complaints are entered into the complaint log for traceability
• Issuing return orders as required and communicating all relevant information, policies and paperwork/logistics with the customer
• Issuing replacement orders as required and ensuring they are sent out to the customer as soon as possible
• Ensuring that all complaints are handled through to the Customer Resolution stage of the process
• Meeting with the Quality Department on a weekly basis to review any open complaints and follow-ups required, as well as to address any issues with backlogs or inefficiencies
• Overall working with the Quality Department to manage and maintain the complaint log, ensure all information is as up-to-date as possible

• Follow up on daily/weekly reports
• Maintain filing
• Communicating regularly with the Director of Customer Relations, including scheduled check-in meetings on a monthly basis to review general updates, issues, concerns and/or suggestions for process improvement
• Any additional duties assigned by supervisor or manager

• Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and functions throughout the company
• Computer Proficiency with MS Office Applications
• Must be logical, organized and have a strong attention to detail
• Must be self-motivated with the ability to work independently as well as part of a team
• Ability to manage relationships with customers, distributors and co-workers to ensure customer satisfaction
• Must be customer focused

• Highschool Diploma
• Secondary education (specifically in business/administration) is an asset
• Experience with SAP is an asset

Amico