Customer Support Administrator

Crestron Electronics RMA Liaison

At Crestron Electronics, Inc we build the technology that integrates technology. We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products are integrated into new high-tech commercial buildings to include some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, Linked In and many others. We are the leaders in the most exciting industry in the world!

Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems and HVAC to provide greater comfort, convenience and security.

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. Escalate and collaborate with Sr. Customer Support Administrators and Supervisors to report any recurring trends or customer complaints that may contribute to process improvements and system enhancements.

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. Returns exceeding threshold are escalated for additional approvals prior to processing.
• Review, qualify and release replacement orders up to $10K. Replacements exceeding threshold are escalated for additional approvals prior to processing. Monitor and maintain warranty orders for replacement material, suggesting replacement options or finding creative solutions to unique and time sensitive issues as needed.
• Assist and provide support to customers with out of warranty repairs. Liaison between the Service Department and the Customer. Authority to waive freight charges, discount parts and labor, approve no charge orders for missing and/or damaged products upon confirming if negligence due to Crestron error.
• Approve 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. Authority to re-consign, prepare and authorize pre-paid shipping labels as well as open investigations with freight carriers for lost or damaged product and follow through to resolution, including authority to provide replacement products to customers upon confirming if negligence due to Crestron error.
• Primary contact for RMA related support inquiries for both internal and external customers. Authorized to process loaners equipment as temporary solutions while product is being serviced to ensure customer satisfaction.
• Attend one on one Supervisor and/or Manager meetings, as well as weekly and monthly team meetings.
• 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

Education

• High school diploma or GED. College preferred.

Experience

• Minimum of 2 years of relevant Customer Service, Sales Support and Operations experience.
• Skilled in using CRM software to manage customer interactions, track customer issues and maintain customer records.
• Knowledge of SAP and/or Salesforce preferred.
• 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.
• Relevant Customer Service, Sales Support and Operations experience
• Ability to understand and communicate technical issues.
• Trade shows/industry events
• 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 learning 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.
• Ability to prepare reports and distribute to Sr. Administrators, Supervisors and Managers for review.
• Strong relationship building abilities that includes effective communications and builds trust within and outside of the Customer Support Department.
• Strong ability to adapt to customers' rapidly changing needs. Quickly pivot to effectively keep focus on new challenges that arise and ensure customer satisfaction.

Crestron Electronics offers a 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. At Crestron Electronics, Diversity, Equity, and Inclusion drive innovation. Crestron's success hinges on continuing to build a workforce of unique individuals whose passion inspires us to create and revolutionize industry-leading products and services. There will always be more to accomplish, and at Crestron, we believe the best way forward is together. EOE/M/F/D/V *No Solicitation* Any agency submittal to any employee of Crestron Electronics, Inc by any method of communication will be deemed the sole property of Crestron Electronics Inc.