RMA (Return of Merchandise Authorization) Customer Service Representative

RMA (Return of Merchandise Authorization) Customer Service Representative

Main locations: Quebec, Quebec, CA

Job Type: Full-time

Workplace type: Hybrid

Offer number: 4713

EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.

Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.

Position Summary:
We are seeking a highly skilled and customer-focused Customer Service Representative to manage our post-sales service process for key clients. This role is pivotal in ensuring seamless handling of returns, repairs, and exchanges while providing exceptional service. The candidate will also be working collaboratively to streamline operations. If you are autonomous, resourceful, and team-oriented, with a proven track record in similar roles, we want to hear from you!

Key Responsibilities:

• Manage all aspects of the process for US, Canadian or Latin America's account, ensuring timely resolution of issues (excluding technical aspect).
• Act as the primary point of contact for RMA inquiries, providing clear communication and regular updates to the client.
• Deliver top-notch customer service, addressing client needs with professionalism and empathy.
• Any other related customer service tasks.
• Process Development and Improvement:
  • Build, document, and refine special processes related to returns, repairs, and exchanges.
  • Identify inefficiencies and propose solutions to streamline workflows and enhance customer satisfaction.
  • Reporting on success and KPI’s of the maintenance contract.
• Collaboration and Teamwork:
  • Work closely with cross-functional teams, including sales, logistics, and technical support, customer service representative, demo team, certified service center (3rd party) to ensure a cohesive customer experience.
  • Share insights and feedback to contribute to a culture of continuous improvement.
• Autonomous Problem-Solving:
  • Take initiative to resolve issues independently while knowing when to escalate matters to the appropriate team or manager.
  • Stay resourceful and proactive in identifying solutions that align with company standards and client expectations.

Qualifications:

• Proven experience in customer service or a related role.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Demonstrated ability to work both independently and as part of a collaborative team.
• Resourceful and adaptable, with excellent problem-solving capabilities.
• Familiarity with CRM systems, ERP tools, and inventory management software is an asset.
• English and Spanish is also an asset.

What We Offer:

• An opportunity to work with a dedicated team focused on innovation and customer satisfaction.
• A dynamic workspace where you’ll play a key part in refining and streamlining operations.
• Competitive salary and benefits package.
• Multisite & multidisciplinary teams.
• Competitive vacation policy.

Join our team and make a lasting impact by delivering exceptional service and solutions to our valued customers.

Apply now to be part of a company that values resourcefulness, teamwork, and continuous improvement!

EXFO is an equal opportunity employer

Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.

For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.