Customer Satisfaction Engineer Jobs (NOW HIRING)

JOB SUMMARY

Monday -Friday 8am-5pm

As a Customer Satisfaction Coordinator, you'll be responsible for resolving order issues, processing returns and warranty claims, expediting customer orders, and providing timely updates throughout the process. Working closely with multiple departments, you'll help ensure every customer receives fast, accurate, and professional service. We're looking for someone who thrives in a fast-paced environment, enjoys problem-solving, communicates effectively, and takes pride in providing an exceptional customer experience. If you're organized, detail-oriented, and enjoy helping customers find solutions, we'd love to hear from you.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 The primary duties of this position will be to assist customers in resolving warranty, return, and reactive expediting issues in accordance with Radwell International Inc. policies. The majority of this contact will be through our department email address Returns@radwell.com and Expediting@radwell.com and through the distribution telephone lines ext. 650 and ext. 309.

• EXPEDITING

1. Expedite all open orders reactively from customer inquiries by contacting vendors and customers; notifying customers and updating Dynamics as necessary.
2. Note each sales order and its corresponding purchase order with any changes such as quantity, delays, price discrepancies and/or cancellation requests in detail.
3. Update customers of the latest delivery status of their open orders.
4. Respond to customer inquiries by phone, email, and/or fax.
5. Respond to all customers in a timely, efficient, and professional manner.
6. Interact with other departments within Radwell in order to effectively meet customer needs.

• RETURNS
1. Respond to customer requests for Engineering consults, RMA’s for credits and warranty repairs in a timely fashion. All customers should be responded to within 2 hours of their inquiry.
2. Distribution Returns – Customer contact; Manufacturer / Distributor contact.  Sales interaction.  Returns receiving interaction. Accounting interaction. Must gather restocking information from vendor and list the breakdowns for both customer and Radwell International.  Must ensure the customer returns the FNFP items and they are returned to the vendors with the vendor RMA.  Must record all tracking information to the vendor/ customer.  Abide by company return policy and follow through and complete the return process currently in place.
3. Returns / Warranties – Customer contact; interaction with sales and QA Technicians.  Interaction with Quality Control management.  Record and contact sales when replacement orders are needed and must express the urgency of the replacement.  All must be properly investigated & documented. 
4. Warranty Returns – Arrange for customer to go over problem with Team Leader.  Process return number and notify any rush repairs.
5. Expedite your open RMA’s and document progress.  Part of your Monthly and Yearly evaluations will focus on how successful you are following up on these open issues

• CUSTOMER SATISFACTION
1. Ensure high degree of customer satisfaction by responding promptly, professionally and efficiently to all customer related requests.
2. Research/communicate/report/resolve/archive as requested all customer and/or employee questions/comments and issues using Radwell systems (Internet, RADiant, PriceTool, P21, Phone, Email, Fax, etc).
3. Maintain organized outlook folders and manage inbox (keep inbox empty); save records of all customer related conversations/communications in Inbox-sub-folders named by a standard main-category (such as: expedites, vendor responses, customer responses, faxes, etc) and archived monthly.
4. Use customer/employee feedback and research/testing to suggest corrections and/or improvements within customer related Radwell Systems (including phones, faxes, websites, directions, copy, links, forms, communications, etc).
5. Document and assist on special projects as requested.
6. Report any/all customer complaint's needing manager resolution to Customer Satisfaction Supervisor for follow up/closure.
7. Escalate any/all customer service issues to the SCSC, ACSM, or the CSM

METRICS

1. Customer contact must be made within the hour for any request received before 4pm. Any request received after 4pm contact must be made to state the request will be handled the next business day.
2. Productivity will be measured quarterly and month to month comparisons will be documented for number of phone calls and emails handled.

Duties may be modified from time to time. Other duties, tasks and work may be assigned 

PHYSICAL DEMANDS

• This is an office job and entails the physical demands associated with operating a telephone and computer (viewing monitor, keyboard, and mouse).
• Lifting requirements include occasional lifting of up to 25 pounds.

WORK ENVIRONMENT

The environment is a professional open office environment. It may be necessary from time to time to go to other office, plant and inventory warehouse environments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received. Radwell ID Badge and Radwell access card must be worn at all times. Radwell Safety Policies must be adhered to at all times.

KNOWLEDGE & SKILLS REQUIRED

• Strong Computer Proficiency
• Typing test will be administered
• Being able to multi – task
• Strong follow up skills
• Attention to detail
• Accuracy
• Problem solving abilities
• Good Communication skills

EDUCATION & EXPERIENCE

• High School Diploma or equivalent required. Associates Degree is a plus. 1 to 3 years related customer service experience and/or training.

Radwell Benefits

Benefits: Radwell offers a comprehensive benefits package including health, dental, and vision coverage. The Company provides company sponsored short-term and long-term disability benefits, as well as $50,000 in Life insurance. These benefits, along with additional voluntary benefits, are available to all regular full-time employees beginning on first day of employment. All employees are automatically enrolled at 3% into the Company’s 401(k) Plan on the first of the month following 90 days of continuous employment.  Employees are eligible for common paid Company Holidays and 15 days of PTO annually, which begin accruing on first date of employment and may be used immediately upon joining the team.  

Salary Information:

The recruiting hourly rate for this full time position is $21/hr.