Customer Repair Administrative Coordinator

Job Description

Job Description

Summary Description:

This individual is responsible for administrative and logistical support for our internal and external customers as it relates to repair and returns. This position requires the ability to work with and understand the functions of numerous administrative and manufacturing departments to complete assigned duties and tasks. This person will respond in a timely manner to telephone and email correspondence relating to Customer Repair Department activities (Service Order Estimates, repairs, product information, complaints, billing, and shipping, etc.).

Specific Duties and Responsibilities:

1. Complete, maintain and update all clerical and data entry functions to regulate workflow through the department and support other areas of the company (Customer Service, Sales, Accounts Rec/Pay, Shipping, Traffic, Artist relations, Production, Accounting, etc.)
2. Provide excellent customer service to all requests and concerns in a positive and effective manner through verbal or written communication.
3. Handle escalated repairs or returns with discretion and sensitivity.
4. Research and maintain extensive technical knowledge of all instruments, materials, and processes by utilizing the Martin Guitar historical catalog.
5. Independently research and gather information to reply accurately and timely to consumer/dealer/distributor inquiries.
6. Use FS Plus and Syteline systems daily.
7. Use CRM to answer emails, document, and enter customer's information as related to repairs.
8. Process invoices, payments, and check requests.
9. Review shipping and insurance rates on a regular basis to ensure accuracy.
10. Process Guitar Center Distribution Returns and send A/R (accounting) follow up documentation needed after shipment.
11. Receive instruments into inventory.
12. Enter information in Syteline on any Guitar Center returns and repair refusal.
13. Process damage claims and follow though until resolved.
14. Schedule and communicate appointments to drop off and pickup repairs for individual customers.
15. Provide support to repair department operations as needed.
16. Meet with Customers for drop off and pickups repairs.
17. Call customers to set-up all shipments and final payments.
18. Verify jobs for completion and make corrections before processing monthly invoices.
19. Enter orders in Syteline for shipments to Canada and International Customers.
20. Monitor cold hold policy daily and communicate to customers.
21. Process and mail certified letters.
22. Retain and store yearly paperwork.
23. Work with accounting and collect specified paperwork for yearly auditors.
24. Responsible for all communications with deployed soldier's guitar donations and forwarding information to the donations committee.
25. Be available for overtime work as needed.
26. Perform all other duties or functions as assigned by Management.
27. Treat coworkers and visitors equally without regard to race, age, creed, color, religion, gender, national origin, alienage, ancestry, citizenship status, sex, marital status, arrest record, gender identity, veteran status, disability or handicap, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state or local laws.

Position Requirements:

• High School diploma or equivalent.
• This position requires thorough understanding of our Company history, product line and manufacturing and repair processes.
• Treat all coworkers and customers in accordance with our company Mission Statement while maintaining excellent Customer Service.
• Must be able to multi-task and prioritize daily tasks, along with addressing arising customer issues to maintain an efficient workflow.
• Work schedule: Monday through Friday 5:45 am- 2:25 pm, or Monday – Friday 6:45 am – 3:15 pm, subject to change to meet business demands.

Core Competencies:

• Adaptability
• Communication
• Decision Making
• Planning & Organizing Work
• Commitment to Personal Learning/Knowledge Growth