Job Description

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

& SCOPE
Responsible for assisting with the Return Merchandise Authorization (RMA) process for our Manage Service and Depot repair customers. This position works closely with Receiving, Shipping, Contract Admin, 3rd party vendors, and customers. It is imperative for this individual to project a professional company image with customer interaction.

KEY ACCOUNTABILITIES
• Opening/Updating/Closing Managed Service Return Merchandise Authorizations in Peak systems and with vendors.
• Tracking RMA’s from time of opening to time it is returned to customer.
• Escalating when RMA’s not meeting SLA due to vendor and / or customers are not meeting due-back SLA.
• Facilitating updates to equipment records and confirming contracts are correct.
• Work with warehouse on pulling and sending customer’s spare pool devices.
• Work in multiple systems simultaneously.
• Create & Update New/Existing Client Records.
• Identify, research, and resolve customer issues and questions on RMA’s; Escalates to appropriate Department Managers for assistance when needed.
• Communicating with customers through various channels.
• Attends and participates in meetings and training as required.
• Partner with Sales Department and Client Manager on Special Price Quotes for New Customers.
• Prioritize calls and emails according to urgency and importance.
• Produce reports from systems to meet customer needs.
• Other job duties as assigned.

EDUCATION + EXPERIENCE + KEY TRAITS
• High School diploma
• 3-5 Years of Customer Service, Call Center, Order/Data Entry or related experience
• The ability to work and interact effectively in a fast-paced team environment
• Well-developed written and verbal skills
• Demonstrated data entry accuracy and attention to detail a must
• Maintains Peak’s professional and customer centric reputation
• Must be able to sit at and work on a computer with headset for long periods of time

TYPICAL PERFORMANCE TARGETS
• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION: Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS
• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION
• Role does not require supervision of direct and indirect reports.

DECISION MAKING + REASONING
• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

PHYSICAL REQUIREMENTS
Activity Amount of Time
None Under 1/3 1/3 to 2/3 Over 2/3
Stand X
Walk X
Sit X
Use hands to finger, handle, or feel X
Reach with hands and arms X
Climb or balance X
Stoop, kneel, crouch, or crawl X
Talk or hear X
Lift Up to 25lbs X

Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.