After-Sales Coordinator

Position Overview

The incumbent of this position is responsible for monitoring and enforcing the Eddyfi Technologies after-sales internal processes, maximizing customer service and support within the North America and Latin America regions. It’s an exciting role in a growing after-sales & customer experience team, with opportunities to implement change in a global organization. This person will be managing internal systems and urgency requirements related to customer cases and Return Merchandize Authorization’s (RMA’s) regionally.

Responsibilities

• Monitoring of the support case management process and system regionally, including regular interaction with support and service personnel to ensure customer urgency is a priority.
• Authorization of escalation & priority levels for customer cases regionally.
• Managing data input for customer cases, maximizing integrity and consistency for continuous improvement.
• Implementation, monitoring and enforcing of the Return Merchandize Authorization (RMA) process at all service center locations regionally, including documentation management.
• Work in collaboration with the global after-sales team to ensure standardization of services across all locations, and continuous improvement of processes and tools to maximize customer experience.
• Managing regional customer service email and phone systems.

Requirements

• 3 - 5 years of relevant experience in a customer focussed role.
• College level education is required.
• Experience of working using processes in a tech company is desirable.
• Experience using Salesforce or other customer relationship management tool would be advantageous.

What we're looking for

• Advanced English language required, with Spanish & Portuguese an asset.
• Strong personality with ability to find solutions under pressure.
• Self-organized.
• Proactive and customer-oriented.
• Strong team focus with good communication skills.