Customer Care Associate (Temporary) - Return Material Authorization (RMA)

Build a career powered by innovations that matter!  At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible.  We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific.  Looking for a great place to work?  You have found it with a culture that embraces teamwork, collaboration and empowerment.  Come explore Novanta.

The main function of this position is supporting our NA sales team by managing accounts and facilitating the customer returns process for the Photonics Group.

Primary Responsibilities  

• Respond to incoming inquiries from regional sales personnel and customers timely
• Process Orders using Oracle R12
• Process Returned Material Authorizations (RMA’s) using Oracle R12
• Review product backlog with Operations and ensure regional team members and customers have current delivery information
• Manage customer escalations working directly with Operations
• Process standard and custom product quotations for repairs
• Preparing RMA shipments in Order Review to ship to customers
• Resolve customer billing discrepancies by working directly with Accounts Receivable
• Maintain customer files with sales contracts and other information
• Perform other additional sales support, order entry and customer service responsibilities
• Processing credit memos for customer’s refund requests
• Support new initiatives when new options are available to where it would appropriately support customer’s needs
• Track shipment status of orders
• Other duties as assigned or aligned with Customer Care role

Required Experience, Education, Skills and Competencies

• 3+ years of customer service experience
• Must be proficient with Microsoft Office Software (Outlook, Excel, Word and PowerPoint)
• Previous experience with Oracle R12 or SAP preferable
• Excellent written and verbal communication skills - demonstrated ability of using tact and diplomacy 
• Strong organizational skills - a multitasker
• A process oriented, detailed, methodical, investigator
• Demonstrated ability of having a sense of urgency and getting back to customers in a timely fashion
• Ability to work with minimal supervision

Compensation and Benefits

• The base pay for this position is $39,820 to $63,690 per year depending on the geographic market.
• Dependent on the position offered, annual bonuses and other forms of compensation may be provided as part of the compensation package.
• Novanta supports all aspects of your life’s needs.  This position provides a full range of medical, financial, and other benefits to make your quality of life better.

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.