#Citrix is Hiring
Roles and Responsibilities
Communicate internally (Customer Service, Technical Support, Renewal Sales, Sales, Hardware Manufacturing, Order Services) and externally (end user, and partner) to verify RMA details when there are escalations or issues concerning requests for Return Material Authorizations (RMAs).
Evaluate and resolve issues where there is a mismatch between Citrix and the Customer regarding the replacement service program the customer has purchased.
Evaluate, research, and update maintenance/warranty contract records in the appropriate system, SalesForce, CADS, SAP) to validate customer is entitled to an RMA replacement and deny warranty RMA replacements as required.
Create warranty sales order for replacement unit in ERP system (SAP) and ensure it releases, ships and delivers to the customer in a timely manner. Communicate and facilitate the resolution of all warranty RMA shipping exception issues globally.
Manage RMA scenarios/escalations on accounts or programs that require special handling (Gold Plus, Customer Exception RMAs due to previous quality issues, etc.).
Create a return staging order in ERP system (SAP) to receive defective equipment and provide return instructions to the end user, Manage exceptions to the return policy as required based on customer location or special circumstances and ensures reminders and invoices are adjusted as required.
Require Bachelor degree or equivalent.
Candidate should have 2+ years of experience
Strong verbal and written communication skills to be able to quickly articulate and resolve issues with internal and external customers at all levels
Strong customer service and follow-up skills
Well organized and detail oriented
Systems savvy. Experience with ERM and CRM systems is a plus
Solid knowledge of Microsoft Outlook
Sense of urgency
Must be able to quickly prioritize and work under extremely close deadlines and time constraints
Flexibility in time shifts
Night Shift Needed – 8h30pm to 05h30 am.
Weekend and holiday On-call requirement.
more details: https://bit.ly/3eV9sza