Customer Service Representative

JobScope – Customer Service Representative

1. Repairof Customer Returns

• Act as the primary coordinator for customer return parts, including repair, evaluation, and disposition.
• Receive, log, and track returned parts from customers for repair service or investigation.
• Coordinate with internal teams (QA, Engineering, Production, Repair Service) to ensure timely repair, rework, or analysis.
• Communicate repair scope, lead time, and status updates to customers clearly and professionally.
• Ensure parts repair in our factory or customer site meet quality requirements.
• Work with the manufacturing team and get hands on training so as in order to repair returns or on-site.
• Coordinate and support rework activities for customer returned parts in accordance with approved instructions.
• Ensure rework is performed only after proper review and authorization.
• Verify that reworked parts comply with applicable workmanship, quality, and customer specifications.
• Arrange final inspection, documentation, and release prior to shipment back to customer.

2. DMR & RMA Management

• Ensure accurate documentation, traceability (part number, serial number, lot number), and record retention.

3. Customer Complaint Handling

• Receive, log, and acknowledge customer complaints in a timely manner.
• Work closely with QA, Engineering, and Operations to investigate root causes and support corrective actions.
• Coordinate Failure Analysis (FA) activities where required.
• Ensure complaint cases are properly documented and closed within agreed timelines.

4. Compliance

• Ensure all activities comply with internal procedures, quality standards, and customer requirements (e.g. AS9100, ISO).
• Identify recurring issues or trends from customer returns and escalate for corrective or preventive actions.

Qualification& Education Requirements

5. Education

ITE in Advance Engineeringpreferred (Mechanical / Manufacturing / Industrial / Mechatronics)