- Coordinate return authorization (RGA) processes from issuance through closure
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Support warranty, paid repair, and restock activities
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Prepare service repair documentation and shop packets
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Process invoices, credits, and credit card transactions as needed
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Coordinate with outside vendors and create purchase order requirements
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Process freight damage claims and related documentation
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Scan and maintain electronic service records and customer documentation
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Support continuous improvement initiatives related to safety, efficiency, and workflow
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Assist with additional projects and operational tasks assigned by service leadership
Education: High school diploma or equivalent required; Associate degree in a mechanical field preferred.
Experience: Experience working in a customer service-focused role within a manufacturing, service coordination, or industrial environment preferred. Experience with ERP systems, such as SAP, is also preferred.
Skills and Key Attributes: Customer-focused and detail-oriented with strong mechanical aptitude, written and verbal communication skills, and proficiency in Microsoft Excel, Microsoft Word, and Microsoft Outlook. Demonstrates strong organizational skills, the ability to manage multiple priorities in a deadline-driven environment, and the ability to work cross-functionally with operations, production, and customer-facing teams.
Physical Requirements: Ability to work at a desk for extended periods and occasionally lift up to 50 lbs.
NORD Gear is seeking a detail-oriented and customer-focused Commercial Service Support to join our team in Waunakee, WI. This role is responsible for supporting return authorizations for paid repairs, warranty claims, and restocks. This role manages the process with SDRs from RGA issuance through RGA closure. The position works directly with SDRs to communicate necessary information and collaborates cross-functionally with other departments to support customer needs. Additionally, the role coordinates with the shop floor to ensure expedited service requirements are met.
The ideal candidate will thrive in a fast-paced environment, enjoys problem-solving, and works effectively across departments to deliver exceptional customer service.
