Working in a fast-paced environment, Traffic & Shipping Coord I & II will be responsible for providing RMA Support / assistance for various technologies in Ruckus products to our Enterprise customers. The Traffic & Shipping Coord I & II will work with employees, customers, VARs & Distributors to ensure the quality and reliability of the Ruckus products within the warranty / RMA scope.
Qualifications
- Minimum Diploma or Graduation
- 3+ years of experience in RMA Order desk/ Order Management / customer service
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of customers around the globe
- Strong customer handling skills and active listening
- Ability to communicate clearly and professionally, both verbally and in writing.
Soft Skills
- Willingness to work in a quick paced and challenging work environment.
- Ability to multi-task, prioritize, and manage time effectively.
- Able to prioritize workload efficiently ensuring that all customer queries are resolved to closure and the customers satisfaction.
- Willing to go the ‘extra mile’ and to view customer excellence as a personal objective.
- Excellent oral and written communication skills.
- Ability to find a solution for or to deal proactively with work-related issues.
- Willingness to work a flexible schedule and occasional overtime when needed.
- Possess a strong work ethic and a team player.
Responsibilities
- World Wide HW Replacement Part Dispatches (Advance, RTF & Out of Warranty)
- Oversee all logistical details of HW dispatches
- Shipping Arrangement, Tracking, POD, Follow up requests, etc.
- Process an Average of 190 orders and 1200 emails per week (internal and external emails)
- Scheduled follow ups with customers for OOW, RTF & advance replacements to ensure proper shipment, receipting etc.
- Daily discrepancy reporting reconciliation of defective returns with 3rd party logistics
- Daily confirmation with 3rd party logistics that orders are correctly transmitted, processed and shipped to customers.
- World Wide TPM coordination and dispatch
- Coordinate all Third-Party Maintenance dispatches ensuring parts and hands meet customers SLA
- Dark Sites, Scheduled activities
- 4 hour and NBD SLA’s
- Reverse Logistics
- Management of defective part return
- Extensive follow up with customer, acct team to get parts returned and properly receipted