Customer Service Specialist.

Nesco Resource is a leading staffing agency dating back to the 1950's. We specialize in temporary and direct-hire positions in the fields of IT, Engineering, Manufacturing, Construction, Accounting, and Administrative. We are currently partnering with a leading manufacturer in their pursuit to hire a Customer Service Specialist. Manufacturing experience is a must. Defense experience would be a plus but not a must. You will be the primary interface with domestic and international customers for In and Out of Warranty product returns, repairs, and servicing. Responsible for coordinating all repairs throughout the process.

• Maintain good customer relations and serve as liaison with customers to resolve problems and inquiries by utilizing appropriate PST staff (Program Management, Contracts, Marketing, Engineering, Operations, and Quality) for support. Support is provided by telephone and e-mail.
• Coordinate domestic and international customer returns and provide Return Material Authorization (RMA) numbers to customer for the return of product for warranty and out of warranty repairs.
• Determine In or Out of Warranty status by using MRP systems (current and legacy) as well as databases.
• Provide import instructions and requirements with our foreign customers for RMA's.
• Coordinate international customer RMA's with our Import/Export Broker to clear international goods that are being delivered and shipped.
• Secure Purchase Orders (PO's) for all RMA's, support contract review, and Sales Order (SO) issuance.
• Create and issue a Manufacturing Order (MO) for the product repair to Customer Service/Operations.
• Maintain Work-Cell communication boards with reports and priorities.
• Receive RMA Evaluations and review for punctuation and accuracy. Submit for internal approvals.
• Receive RMA repair estimate, analyze material costs, and prepare pricing. Submit to Customer Service Manager and/or Program Manager for approval.
• Prepare Out of out-of-warranty quote and submit it to the customer for approval and issuance of a PO to proceed.
• Authorize Out of Warranty repairs to proceed after receipt of funded PO.
• Perform MRP transactions and issue Packing Lists.
• Coordinate all RMA's throughout the repair process using the Customer Service Database and Product History Database to provide status reporting to PST staff (Program Management, Contracts, Marketing, Engineering, Operations, Customer Service, and Quality).
• Maintain and provide Weekly RMA status reports to various customers where required and staff
• Support Weekly RMA status meetings and sales forecasts with management.
• Support weekly Work-Cell RMA status meeting with the team.
• Follow-up with customers for status, POs, overdue invoices, etc.
• Assist upper management in the development of customer service policies and their implementation.
• Provide support for Calibration, Quality, Program Management, Contracts, Government/Customer Furnished Material (GFM/CFM), Accounting, and other areas as required.

• Associate or Bachelor's degree in Business Administration or Electrical Technology/Engineering preferred, or equivalent.
• 5 years experience
• Electronics experience is required.
• Excellent verbal and written communication skills. Experience writing technical documents.
• Costpoint, ERP systems, Microsoft Office proficiency

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.