Customer Service Representative

The RMA Coordinator ensures smooth and efficient repair and after-sales operations by working closely with global teams and maintaining high-quality data within our CRM and ERP systems. You will directly impact on customer satisfaction and product quality, manage Return Material Authorization (RMA) requests and support repair operations at our Stafford center. This role offers the opportunity to develop cross-functional expertise while contributing to continuous improvement initiatives. As part of a growing and diverse team, you will help streamline processes, resolve escalations, and support the delivery of high-quality service to GE Vernova’s global customers Job Description Key Responsibilities RMA & Repair Process Management Manage the end-to-end RMA process, including request intake, authorization, tracking, ERP/CRM transactions, and repair order administration. Monitor repair status throughout the lifecycle and ensure timely communication with stakeholders. Support repair turnaround time and on-time delivery objectives through proactive coordination and issue resolution. Customer Service & Escalation Management Serve as the primary point of contact for internal customer escalations related to repairs and returns. Investigate issues, coordinate corrective actions, and ensure prompt resolution to maintain high levels of customer satisfaction. Provide regular updates and clear communication to internal and external stakeholders. Cross-Functional Coordination Collaborate closely with Customer Support, Repair Technicians, Logistics, Engineering, Supply Chain, and Finance teams to ensure efficient repair execution. Facilitate communication between internal teams and external vendors to remove operational barriers and accelerate issue resolution. Support process alignment and standardization across functions. ERP, CRM & Data Integrity Maintain accurate and complete records within CRM and ERP systems. Manage installed-base updates, repair transactions, and customer asset information. Ensure compliance with established processes, documentation standards, and internal controls. Billing & Financial Administration Process and resolve billing inquiries, service charges, invoice discrepancies, credits, and rebill requests. Partner with Finance teams to ensure accurate invoicing and timely resolution of financial issues. Support reporting and transaction audits as required. Inventory & Materials Management Coordinate receiving inspections and inventory control activities related to repair operations. Monitor material availability and stock levels to support repair schedules. Ensure component traceability and inventory accuracy in accordance with business requirements. Supplier & Logistics Coordination Coordinate shipments with third-party logistics providers, customs brokers, freight forwarders, and external repair suppliers. Manage the movement of customer equipment and repair materials to support service commitments. Assist with sourcing and procurement of repair parts, tools, equipment, and outsourced services. Continuous Improvement Identify opportunities to improve efficiency, quality, customer experience, and operational performance. Support process optimization initiatives and contribute to the achievement of key business metrics. Promote a culture of teamwork, accountability, and continuous improvement. Additional Note: Responsibilities may evolve based on business needs and operational priorities. Required Qualifications College diploma or bachelor's degree in business administration, Supply Chain, Operations, Engineering Technology, or a related field. Minimum of 2 years of progressive experience in a manufacturing, operations, technical support, customer service, or repair environment. Experience working with ERP and CRM systems. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Excellent verbal and written communication skills. Solid analytical and problem-solving…

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