Customer Service & Warranty Claims Clerk - Rectron

The main purpose of this job is to ensure the effective administration of spare parts and claims daily and to ensure that all SLAs and KPIs are met. All branch RMA goods are processed and administrated accordingly

Job Dimensions

Warranty Claims Maintenance

• Ensure accuracy when approving and processing warranty returns from customers.
• Ensure correct administration of supplier RMA returns
• Effective follow-up on outstanding claims
• Execute Rectron standards of excellence in all work completed.
• Execute the administration of spare parts to technicians for repair
• Maintain a record and control of buffer spare parts
• Escalate any problems experienced or any customer issues to the operations manager
• Know the product warranties and identify damages on parts
• Do checks on items for damages before booking them in for repair/swap out.
• Ensure proper checking and handling of all branch RMA to ensure that we meet all vendor policies and procedures
• General admin and housekeeping
• Ensure that all faulty returned stock is handled and managed according to company policy and procedures
• Ensure effective communication across all company departments, vendors and customers
• Effective follow-up and Job checking
• Assist with other job-related duties as and when required by your operations manager

Skills & Competencies

• Attention to detail
• Good Communication Skills
• Ability to work under pressure
• Well disciplined’ individual
• Ability to work with heavy goods, Movement of heavy goods
• Fit to work
• Punctual
• Proficient in MS Excel

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Experience (experience required for the job)

• Minimum of 1 year’s experience in the service department.
• Stock control / Inventory control experience (Certificate)

Key Performance indicators

Warranty Claims

• Excellent customer service by being courteous at all times.
• Execute Rectron standards of excellence in your daily duties
• Ensure accuracy when approving and processing warranty returns from customers.
• Ensure correct administration of supplier RMA returns
• Execute the administration of spare parts to technicians for repair
• Maintain a record and control of buffer spare parts
• Effective follow-up on outstanding claims and customer jobs
• Ensure proper checking and handling of all branch RMA to ensure that we meet all vendor policy and procedures
• Ensure effective communication across all company departments, vendors and customers

Reporting

• Identify and report any damages on parts/components to the customer immediately
• Report warranty on parts/components to customers when they request it
• Escalate any problems experienced or any customer issues to the operations manager

Operations

• Accurate and timeous RMA processing – all RMA processing must be done in a timeous manner with follow-ups done regularly
• Achieve exceptional ratings in client services

Education/Qualification

• Matric or higher education
• Stock control / Inventory control experience (Certificate)

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