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Crestron Electronics · 1 month ago

Customer Support Administrator

Crestron Electronics Inc. - 15 Volvo Rockleigh, NJ, 15 Volvo Drive, Rockleigh, New Jersey, United States of America

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Crestron Electronics, Inc. is a leading brand in automation and control solutions, serving Fortune 500 companies globally. The Customer Support Administrator will be the primary liaison for RMA related inquiries, ensuring customer satisfaction through effective communication and processing of returns and replacements.

Audio/Visual EquipmentConsumer ElectronicsManufacturingSmart Building

Responsibilities

Professionally and effectively communicate via phone, email, virtual conferencing and on-line chat. Participate in virtual conference meetings and/or in-person meetings with customers and sales team. Continuously ensure customer retention by fostering a trusting relationship benefiting both the Customer and Crestron

Review, prequalify, organize and authorize hardware returns for Residential and Commercial Customers

Review, qualify and release replacement orders. Monitor and maintain warranty orders for replacement material, suggesting replacement options or finding creative solutions to unique and time sensitive issues as needed

Assist and provide support to customers with out of warranty repairs. Liaison between the Service Department and the Customer. Authority to waive freight charges, discount parts and labor, approve no charge orders for missing and/or damaged products upon confirming if negligence due to Crestron error

Approve discounts of warranty replacement purchases

Engage with Shipping, Receiving, Logistics and freight carriers to research and resolve order related delivery issues including lost or missing product, documentation, quantity discrepancies and inaccurate addresses. Authority to re-consign, prepare and authorize pre-paid shipping labels as well as open investigations with freight carriers for lost or damaged product and follow through to resolution, including authority to provide replacement products to customers upon confirming if negligence due to Crestron error

Primary contact for RMA related support inquiries for both internal and external customers. Authorized to process loaners equipment as temporary solutions while product is being serviced to ensure customer satisfaction

Attend one on one Supervisor and/or Manager meetings, as well as weekly and monthly team meetings

Manage internal inventory inquiries, including returns/exchanges and requests for testing equipment

Review, prequalify and process warranty adjustments

Attend and participate in trade shows and other industry events

Other duties or responsibilities as required

Qualification

CRM softwareSAPSalesforceMicrosoft Office SuiteAudio/video conferencingACD telephony systemsVerbal communicationWritten communicationProblem solvingTime managementOrganizational skillsTeam playerRelationship building

Required

High school diploma or GED

Minimum of 2 years of relevant Customer Service, Sales Support and Operations experience

Skilled in using CRM software to manage customer interactions, track customer issues and maintain customer records

General knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word)

Knowledge of audio/ video conferencing systems i.e. Teams/Zoom

Knowledge of ACD telephony systems

General understanding of company products and services to provide accurate and timely information

General knowledge of industry best practices and customer service standards and techniques to provide exceptional service

Ability to understand and communicate technical issues

Exceptional verbal and written communication skills to effectively communicate with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance and technical support)

Problem solving and analytical skills to assist customers and resolve their issues

Strong time management and organizational skills to efficiently and timely handle multiple issues simultaneously

Ability to handle challenging customers and resolve their issues in a calm and professional manner and escalate accordingly if needed

Continuous learning and adaptability to learning new technologies and processes

Team player who thrives in a fast-paced environment, embraces change, strong multitasker and creative thinker

Strong decision-making ability that includes the skill to examine all relevant data and recommend and/or provide solutions that meets the customer needs and expectations and aligns with Crestron's goals

Ability to prepare reports and distribute to Sr. Administrators, Supervisors and Managers for review

Strong relationship building abilities that includes effective communications and builds trust within and outside of the Customer Support Department

Strong ability to adapt to customers' rapidly changing needs. Quickly pivot to effectively keep focus on new challenges that arise and ensure customer satisfaction