Customer Service Specialist - RMA

Reporting to the Sr. Manager, Professional Services, the Customer Service Specialist serves a global customer base in conjunction with the Professional Services team and is the primary interface to designated customers and authorized purchasing representatives for Curtiss-Wright PacStar products and services.

Location: Portland, OR

Salary Range: $58,100 - 70,000 per year plus bonus

Please note that the salary range information provided is a general guideline only, reflecting a position based in Oregon. Criteria such as the candidate’s qualifications and relevant experience, the scope of the specific position, as well as market and business considerations will be evaluated when extending an offer.

We Take Care of Our People:

Paid Time Off I 401K with Employer Match and Profit Sharing I Health and Wellness Benefits I Learning and Development Opportunities I Referral Program I Competitive Pay I Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture

Your Challenge:

• Primary focus will be on the management of customer RMA requests and deliverables, timely, accurate provision of status from receipt to shipment and closeout.

• Day to day administration of the RMA inbox and support case management in Sales Force.

• Partnering with Professional services, Production, Purchasing, and accounting teams to support customer reports and deliverables

• First line of support for RMAs in interfacing with the customer for day-to-day issues, primary liaison between the customer and other internal departments, including Purchasing, Accounting, Production, Warehouse/Shipping, and Post Sales installation teams

• You own the customer problem until resolved and serve as the customers advocate for repairs.

• Effectively communicate details of customer RMAs to the customer as it progresses through the repair process.

• Effectively communicate details of customer RMAs to various internal teams to ensure all requirements are met

• Work closely with Professional Services to ensure customer satisfaction and drive activities that support the customer

• Participate in customer conference calls and meetings as required

• Escalation of issues to Sr. Manager or Director of Professional Services

• Work with accounting on RMA Closeouts

• Other duties as assigned

What You Bring

• Experience in customer service, RMA/Repair processing, Order Management or related experience

• Excellent organizational and interpersonal skills

• Be adaptable and comfortable in a fast-paced, dynamic work environment

• Superior communication, decision making, and teaming skills, and willing to do whatever is needed to provide the best possible experience for both internal and external customers

• Highly motivated, ability to coordinate tasks across multiple groups

• Strong computer skills including MS-Office, MRP, and CRM systems (SAP or Pivotal knowledge is preferred)

• Attention to detail is critical, to ensure that repair orders are complete and correct.

• Negotiating skills and abilities an asset – always aiming for “win-win”

Who We Are:

Our Values

Environmental, Social and Governance

Pacific Star Communications, a Curtiss-Wright company, designs, manufactures and integrates hardware and software systems that enable rapid deployment of enterprise-class communications anywhere in the world. Intuitive and wizard-based, IQ-Core Software simplifies setup and enables management of these complex deployed networks by users with limited training. Our systems are used in mission-critical environments including military and disaster recovery - that demand the highest possible levels of quality. Innovation, creativity, and quality are built into our DNA here at PacStar and we look for the same in our employees. In return, we offer a rewarding environment in which our employees can thrive.

#LI-YH1

No unsolicited agency submittals please.  Agency partners must be invited to participate in a search by our Talent Acquisition Team and have signed terms in place prior to any submittal.  Resumes submitted directly to any Curtiss-Wright employee or affiliate will not qualify for fee payment, and therefore become the property of Curtiss-Wright.  

Compliance Statement

This position may require exposure to export-controlled information and subject to additional security screening.  In the event information provided during the security screening reveals ineligibility to access export-controlled information, any offer of employment may be reconsidered or withdrawn. 

Curtiss-Wright is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, sexual orientation, gender identity, physical or mental disability, age, ancestry, legally protected medical condition, family care status, marital status, religion, veteran status, national origin, or any other legally protected status. If you require accommodation during the recruitment process, please contact Talent Acquisition.

For US Applicants: EEO is The Law – click here for more information.

If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.