This role primarily is responsible for the maintenance of Salesforce/SAP administration, including, but not limited to issuing the return merchandise authority (RMA) for all returned goods for repair, credit and warranty claims. Furthermore this role will initiate and organise 3rd party repairs with vendor partners. Additionally this role will provide phone support to our dealer and OEM network with introductory training and processes.
Job Duties:
- Maintain all Salesforce administration
- Provide Salesforce reports to Manager
- Provide phone support for Dealers with issues concerning repairs, credits, warranty, and Remanufactured products (Vonage)
- Raise and issue RMA to Dealers for incoming products (Salesforce)
- Update, invoice and close out RMA (Salesforce)
- Prepare quotations for repairs (Salesforce)
- Create invoices in SAP S4HANA (ERP) for Dealers & OEM's
- Investigate and process Credit Returns & Memo's (Salesforce/SAP S4 HANA)
- Organise 3rd Party documentation/freight for return of repairs to manufactures
- Monitor KPI's of repairs/credits to ensure they meet the nominated goals and provide progressive results at Service team meetings
- Create, Maintain and Issue Warranty Reimbursement Claims (Salesforce/SAP S4HANA)
- Update Warranty Registration (Salesforce)
- Salesforce UAT testing as required
- Communicate with external and internal stakeholders
- Other duties as assigned
Knowledge, Skills & Abilities:
- Ability to communicate effectively, both oral and written at all levels
- Strong Mathematical and numeracy skills
- Sound understanding of accounting principles
- Salesforce or equivalent CRM
- SAP or equivalent ERP
- Knowledge of Repair Centre and technical functions
- Proficient Computer skills in Microsoft Office suite
- Strong analytical ability and proven track-record in data driven decision making
- Problem-solving attitude with an attention to detail
- Excellent Time management and organisational skills
- Participate in a teamwork environment
- Ability to maintain and meet KPI's
Experience:
- A minimum of Certificate III in Business or equivalent experience (required)
- experience in a clerical environment advantageous
- experience in customer service repair or repair centre activities
- experience in Salesforce and SAP or equivalent (required)
This is an outstanding opportunity to utilise your extensive technical customer service experience plus your well-established networking and customer relationship skills. Apply now or for a confidential discussion, please call Phil on0499 853 259to email your resume directly.
Topcon is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.