Repair & Return Coordinator

McFarlane Aviation is an industry leading developer, manufacturer, and distributor of FAA-PMA parts and assemblies and has an open position for a Return and Repair Coordinator with 3-5 years of experience. As an ambitious and growing aerospace company McFarlane Aviation has scores of opportunities and we need a Return and Repair Coordinator to help realize them.

We are currently looking for a passionate and creative full-time Return and Repair Coordinator who has experience with customer/supplier returns, overhaul and service and repairs. This is a 1st shift Monday-Friday position in a clean and air-conditioned environment.  

 If you are looking to make an impact at a company, crave a challenge and are passionate about results then we suggest that you apply. If you decide to join our McFarlane Team, you'll be part of a dedicated improvement team that shares your passion to integrate work and life to enjoy both and have fun setting goals and making a difference.
 
 We offer a full benefits package, competitive salary, a very team centered environment, and a great location.
 

Position: Return & Repair Coordinator

Job Description:

The position is responsible for coordination and management of customer/supplier returns, Overhaul, and Service & Repairs.   The role requires efficient, courteous customer service (Internal/External); phone and email communication with customers to address inquiries regarding product returns, warranty status, defective or damaged items, shipping errors, missing parts, repairs and overhauls. position works under general direction and supervision of Supervisor - Custom, OEM, Returns & Repairs

Essential duties include:

• Communicate with customers over the phone and in writing via our Supervisor – Custom, OEM, Returns & Repairs to resolve questions or concerns
  1. Monitor all customer inquiries and requests on all warranty issues
  2.  Respond to customers requesting return authorization 
  3. Answer questions regarding warranty issues and provide return authorizations as necessary
  4. Assist with lost packages or errors in shipment 
  5. Notify customer when requested return cannot be accepted
• Resolve Customer RMA Issues
  1. Work with internal departments and external business partners 
  2. Respond to Customer Support inquiries regarding returns to be processed, questions about credits, and sending return shipping labels
  3. Advise Customer Service team regarding denied returns including pictures and reason for denial per company policy
  4. Refer unresolved customer orders, or complaints to designated departments for assistance
  5. Coordinate with Purchasing department regarding special order items for return
• Process and track Core Returns from Customers to Manufacturer
• Process and track Overhaul and Service Repairs 
• Process Warranty Claims
  1. Receive and inspect all incoming returns to determine proper return authorizations
  2. Determine whether an item can be restocked as new, listed as one-sided item, recycled, and/or salvaged for replacement parts. 
  3. Maintain reports on each item received and the result of determination for each item.
  4. Complete required documentation to process claims, forward to manufacturer/supplier and follow up.
  5. Re-box, re-label, and clean items when necessary prior to returning them to inventory
  6. Transfer saleable stock to warehouse and ensure quantity adjustments on non-saleable items  
  7. Interface with the ERP/accounting system to record transactions.
• Back up for other team members email accounts, voicemails, and custom accounts
• Other Duties as Assigned

Requirements and skills needed for the success at this position: 

• Detail oriented with organizational and time management skills
• Comfortable in a Fast-Paced Environment
• Demonstrate a proactive approach, work with a sense of urgency
• Ability to solve problems in a creative manner.  Must demonstrate a passion for helping customers
• Read, analyze, and interpret written instructions and blueprints
• Strong Mechanical Aptitude 
• Strong desire to help customers and co-workers
• Creative capabilities to make suggested improvements, ideas for new tools and for completing research

Experience and Skills:

• 2 or more years of general warehouse experience 
• Experience in customer service, telephone and computers or equivalent training
• Microsoft Office Proficiency
• Written and verbal communication skills
• Able to work both in a team setting and individually
• Manage small projects
• A willingness to continuously learn

Physical Requirements

In this position, you must be able to sit, stand, and lift up to 50 lbs

Working Conditions

Clean and climate controlled 

Safe and casual work environment 

We work with, listen to and respect all co-workers and customers; this is how we learn

Education Requirements

High school diploma or equivalent 

Years of Experience

Up to 3 to 5 years’ experience as a Return & Repair Coordinator