Aftermarket RMA Specialist

Job description

🔍Erie, Pennsylvania, United States

📁
   Manufacturing

📅 391Total Views

📅 190001LQRequisition #

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POSITION PURPOSE:
Handles Inside sales and customer service functions for Aftermarket Revolve. Will provide customers with Return Material Authorizations (RMA) in case of Return to Stock, Exchange, Core Credit, Repair, and Warranty. This position is responsible for handling the whole commercial RMA process, receives RFQs, evaluates them, and prepares quotes based on the technical/commercial requirements from the customer. Coordinates these activities with the specific customer/business partner, sales/service person, and appropriate Aftermarket Management Team. Daily contact with customers and distributors. As needed, interfaces with employees in all areas and at all levels of management within the company. Networking and making the right connections within the company in all areas and levels of management to find solutions, as needed.

POSITION DUTIES:
• Receive customer requests and identify the requirements.
• Process requests for Aftermarket RMA, quotations, exchange, credit, or warranty from customers/distributors/end users and generates quotes and proposals based on standard departmental procedures, following customer requirements.
• Works with internal and external technical resources and coordinates information to ensure that customer specifications are thoroughly reviewed, exceptions noted, product application requirements are clarified, and documentation requirements are noted and processed accurately.
• Uses SAP effectively making sure that all information required for quote/RMA preparation is entered accurately and timely into the system, manage invoices, and credit file with finance.
• Ensures orders are entered into SAP with correct information including correct amount, billing details, end destination, segment, and all the other fields that are important for order process and record keeping.
• Coordinates customer applications questions and preparation of complex quotations and proposals
communicated with any other relevant department whose input is important to come up with a
high-quality proposal that increases our options to win.
• Process both standard product requests, as well as non-standard, low volume products that require
technical knowledge for completion.
• Create credit notes and customer credit reminders, department purchase requisitions, track RMA's
issued, received, and completed, with constant contact and communication with customer or
business partners.
• Communicates proactively with all levels of management, sales personnel, customers, distributors,
and end users to understand and meet customer's requirements for Quotes/Proposals, RMA,
Exchange, Credit, & Warranty.
• Performance objectives are to maintain quality standards, productivity, and profitability through the
performance goals of the department set by the Company. Support PONC improvement.

POSITION REQUIREMENTS:
• Associate degree or other technical field or equivalent commercial experience.
• 3 to 7 years of experience in related functions like applications, inside sales, engineering, project
management or manufacturing (in oil and gas industry preferred).
• Must have knowledge of manufacturing processes and exposure to cost accounting principles to
understand key cost drivers for assigned product lines. Some previous cost estimating, and project
management is preferred. Familiarity with products and application as well as knowledge of
competitor products.
• Excellent organizational skills, detail oriented, analytical with ability to determine customer
applications needs.
• Working knowledge of Microsoft Office products and SAP Business System (or experience with
another ERP system).
• Demonstrated written and verbal communication skills (technical writing skills is a plus).
• Excellent interpersonal skills, Teamwork, Commitment, & Flexibility.
• Must be able to handle multiple tasks in a changing, fast-paced work environment.
Other:
• Spends estimated 75% of time indoors in an office environment, 25% in manufacturing areas.
• Some exposure to shop areas as required, with exposure to noise and heavy machinery. Frequent
sitting and operating a computer and printers.
• Domestic travel might be required to support Aftermarket efforts and to attend internal events or
training.

This job description is a general description of essential job functions. It is not intended as an employment contract,
nor is it intended to describe all duties someone in this position may perform. All employees of FMC are expected to
perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.