Customer Care Liaison - 8:30a-5:00p

# Customer Care Liaison- (Monday - Friday 8:30a-5p) needed in our state-of-the-art environmentally controlled very clean facility in South Bend, IN.PEI-Genesis is seeking an organized and customer-focused Customer Care Liaison to manage the end-to-end RMA (Return Material Authorization) process for designated territories. This role involves detailed data entry, cross-functional coordination with internal teams and external customers, and driving fast, accurate root-cause analysis and corrective actions. The ideal candidate will have strong Excel and ERP/MRP system experience, excellent communication skills, and a commitment to delivering high-quality, timely responses that enhance customer satisfaction. **$1000 Sign-On Bonus** **Benefits** - Medical Insurance - Free Vision & Dental Insurance\* - Company Paid Life Insurance - Company Paid Long Term Disability - Paid Time Off - Paid Sick Time - Flex Schedule Options - 401(k) plus Company Match - Referral Program - Employee Assistance Program - Tuition Reimbursement - Sign-On Bonus - Perfect Attendance Bonus *\*for employees only. Dependents can be added, but a premium will apply.* **EDUCATION/EXPERIENCE:** - 0- 5 years related experience and/or training; or equivalent combination of education and experience. - High School Diploma or GED Preferred or any combination of education, training and experience that demonstrates the ability to perform the duties of the position **TECHNICAL/MANAGERIAL COMPETENCIES:** - Effective Written and Verbal Communication skills - Ability to quickly learn products, processes, and technically complex systems. - Proficiency in Excel for data management, reporting, and charting. - Experience with ERP/MRP systems (e.g., Oracle, SAP, PeopleSoft) or similar systems - Strong Organization & Task Management skills - Intermediate Microsoft Excel skills; proficient in Outlook and Word. - ​​​​​​​Customer-service mindset with a focus on timely, accurate responses.​​​​​​​ **ESSENTIAL TASKS AND RESPONSIBILITIES:** - Manage the full RMA process flow from receipt to disposition, including authorization, return processing, and replacements/credits. - Review RMA status, track returned goods, and drive cleanup of overdue RMAs (e.g., level 5 Hotlines). - Open new RMA requests; determine validity and completeness; issue RMAs, credits, or replacement orders per customer needs. - Coordinate routing of RMAs and obtain clarifications or supporting documentation (e.g., pictures) from customers or sales. - Generate and maintain system reports tracking RMAs, facility promise dates, open issues, and performance metrics for management. - Communicate with Sales, customers, and internal teams to expedite resolutions and escalate as needed. - Review non-conforming material using defined workmanship standards and manufacturer or management direction; initiate appropriate disposition. - Drive root cause identification, assign correct system reason codes, and check inventory for related quality issues. - Process advanced replacements when required and handle ambiguous “parts showed up but we don’t know why” scenarios. - Participate in special committees, projects, or continuous improvement initiatives as assigned. - Perform other duties as needed to support the RMA process and customer satisfaction. ***PEI Genesis is an Equal Opportunity Employer/Veterans/Disabled.***