Rga Co-ordinator

In addition to having a good understanding of the order entry and invoicing processes and responsibilities laid out in the CSR job description, the RGA Co-Ordinator will support the Client Service team in the following areas:
**Post-sale customer interaction**
- Working to provide an exceptional overall customer experience

**RGA/Complaint Process and Log**
- Communicating and working with the Client Service, Quality Control, Engineering, Shipping/Receiving and any other internal departments to resolve any customer issues in an efficient and timely manner
- Ensuring all customer complaints are entered into the complaint log for traceability
- Issuing return orders as required and communicating all relevant information, policies and paperwork/logistics with the customer
- Issuing replacement orders as required and ensuring they are sent out to the customer as soon as possible
- Ensuring that all complaints are handled through to the Customer Resolution stage of the process
- Meeting with the Quality Department on a weekly basis to review any open complaints and follow-ups required, as well as to address any issues with backlogs or inefficiencies
- Overall working with the Quality Department to manage and maintain the complaint log, ensure all information is as up-to-date as possible

**Administrative duties**
- Follow up on daily/weekly reports
- Maintain filing
- Communicating regularly with the Director of Customer Relations, including scheduled check-in meetings on a monthly basis to review general updates, issues, concerns and/or suggestions for process improvement
- Any additional duties assigned by supervisor or manager

**Core Competencies**:

- Excellent written and verbal communication, interpersonal skills and the ability to effectively interact with a variety of individuals and functions throughout the company
- Computer Proficiency with MS Office Applications
- Must be logical, organized and have a strong attention to detail
- Must be self-motivated with the ability to work independently as well as part of a team
- Ability to manage relationships with customers, distributors and co-workers to ensure customer satisfaction
- Must be customer focused

**Experience/Education**:

- Highschool Diploma
- Secondary education (specifically in business/administration) is an asset
- Experience with SAP is an asset