Customer Service Representative - Exfo : Job Details

RMA (Return of Merchandise Authorization) Customer Service Representative

Position Summary:

We are seeking a highly skilled and customer-focused Customer Service Representative to manage our post sales service process for key clients. This role is pivotal in ensuring seamless handling of returns, repairs, and exchanges while providing exceptional service. The ideal candidate will also oversee our demo pool inventory, maintain special processes, and work collaboratively to streamline operations. If you are autonomous, resourceful, and team-oriented, with a proven track record in similar roles, we want to hear from you!

Key Responsibilities:

• Manage all aspects of the process for focus account, ensuring timely resolution of issues. (excluding technical aspect)
• Act as the primary point of contact for RMA inquiries, providing clear communication and regular updates to the client
• Deliver top-notch customer service, addressing client needs with professionalism and empathy.

• Maintain and monitor the demo equipment inventory, ensuring items are properly tracked, maintained, and available as needed.
• Coordinate with sales and technical teams to fulfill demo requests efficiently.
• Help with the shipments
• Physically able to manipulate boxes and equipment

• Build, document, and refine special processes related to returns, repairs, and exchanges.
• Identify inefficiencies and propose solutions to streamline workflows and enhance customer satisfaction.
• Reporting on success and KPI's of the maintenance contract

• Work closely with cross-functional teams, including sales, logistics, and technical support, customer service representative, demo team, certified service center (3rd party) to ensure a cohesive customer experience.
• Share insights and feedback to contribute to a culture of continuous improvement.

• Take initiative to resolve issues independently while knowing when to escalate matters to the appropriate team or manager.
• Stay resourceful and proactive in identifying solutions that align with company standards and client expectations.

Qualifications:

• Proven experience in customer service, or a related role.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Demonstrated ability to work both independently and as part of a collaborative team.
• Resourceful and adaptable, with excellent problem-solving capabilities.
• Familiarity with CRM systems, ERP tools, and inventory management software is an asset.
• French or Spanish is also an asset.

What We Offer:

• An opportunity to work with a dedicated team focused on innovation and customer satisfaction.
• A dynamic workspace where you'll play a key part in refining and streamlining operations.
• Competitive salary and benefits package.
• Flexible working hours
• Multisite & multidisciplinary teams
• Competitive vacation policy
• Annual bonus program

Join our team and make a lasting impact by delivering exceptional service and solutions to our valued customers.

Apply now to be part of a company that values resourcefulness, teamwork, and continuous improvement!