RMA Analyst

**JOB SUMMARY:** This position provides customer service support for the processing of RMAs, Rental HMI’s, Lifter repairs, and ordering of replacement parts or consumable items. **ESSENTIAL DUTIES AND RESPONSIBILITIES:** **RMA/Repair Order Processing (85%)** * Receive packages daily (review item and paperwork) * Route in-house repairs to Messer Repair Department * Order parts needed for repair * Generate Repair quotes and process sales order upon completion * Route vendor repairs as necessary * Create purchase orders and complete RMA/Repair forms * Process credits for ‘return to stock’ items * Route erroneous shipments to the stockroom for restocking * Monitor open RMAs to facilitate timely return of rental components * Assist Repair Technician to track rental fleet * Assist customers with RMA & Repair requests **Parts Analyst (15%)** * Generate quotations and receive and process incoming parts orders from customers via phone, email, or fax * Effectively respond to customer questions and inquiries with suitable solutions * Issue invoice credits as required * Work closely with internal purchasing and manufacturing departments to obtain current part pricing and lead times **MINIMUM EDUCATION AND QUALIFICATIONS:** * High School Diploma or equivalent * 1 year of experience handling a high volume of inbound calls or working in a customer support role **KNOWLEDGE, SKILLS AND ABILITIES:** * Strong oral and written communication skills * Must demonstrate a solid understanding of the role of customer service * Must be able to multi-task and establish priorities * Experience using ERP/CRM programs such as Infor, Salesforce, or other data entry software tools * Must be detail-oriented and demonstrate effective problem-solving skills * Solid computer skills with proficiency in Windows-based programs * Must be well-organized * Must be a forward-thinker with a continuous improvement mindset **PROTECTIVE CLOTHING AND EQUIPMENT:** * Steel-toe shoes * Eye protection **WORKING ENVIRONMENT:** The work environment characteristics described here are representative of those Associate encounters while performing the essential functions of this job. * Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate. *Messer Cutting Systems is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.*