Aftermarket Services Coordinator

Aftermarket Services Coordinator

The Aftermarket Services Coordinator is responsible for managing the Return Merchandise Authorization (RMA) process for defective or damaged products returned by customers. This role ensures that all returns are processed in a timely and efficient manner, including verifying return requests, coordinating repairs or replacements, and maintaining detailed records. The Aftermarket Services Coordinator works closely with quality control, inventory management, customer service, and production teams to resolve customer issues while ensuring minimal disruption to the manufacturing process.

Who are we?

Founded in 1849, Ducommun is the oldest company in California. Starting as a hardware supply store during the California Gold Rush and eventually assisted in the birth of the aerospace industry in Southern California by providing aircraft aluminum to early aerospace pioneers like Lindbergh, Douglas and Lockheed.

Today Ducommun is a global provider of innovative manufacturing solutions for customers in the aerospace, defense and industrial markets. We specialize in electronic and structural systems, producing complex products and components for commercial aircraft platforms, mission-critical military and space programs, and sophisticated industrial applications.

Our Facility in Appleton, WI manufactures state-of-the-art circuit boards for Aerospace and Defense as well as Industrial and Medical Industries.

Job Summary

Manage Return Process:

• Handle customer RMA requests, including verifying product issues and validating compliance with return policies.
• Issue RMA numbers and provide customers with return instructions.
• Collaborate with customer service to ensure effective communication with customers regarding return statuses.

Product Inspection and Evaluation:

• Coordinate with the Quality Control department to inspect returned items and determine the cause of failure or defect.
• Document the condition of returned products and categorize them (e.g., for repair, replacement, or return to vendor).
• Identify patterns in returns and work with production teams to identify potential issues in manufacturing processes.

Processing and Inventory Management:

• Track and update return-related inventory, ensuring that all returned products are properly logged, tagged, and categorized in the system.
• Collaborate with inventory management teams to process returned goods, ensuring that stock levels are accurately updated.
• Prepare and maintain documentation for all RMA transactions, including shipping, repair, or replacement actions.

Coordination with Internal Teams:

• Work closely with the stockroom and production team to ensure smooth handling of returned items.
• Collaborate with program managers to ensure that customers receive timely updates and resolutions.
• Provide feedback to the manufacturing and engineering teams regarding recurring product issues and potential improvements.
  

Customer Resolution and Communication:

• Maintain a professional relationship with customers, ensuring that returned products are processed quickly and that customers are informed throughout the process.
• Provide customers with replacement products, repair timelines, or refund options as appropriate.
• Assist in resolving any customer complaints or dissatisfaction related to product returns.
  

Compliance and Continuous Improvement:

• Maintain accurate records of all returns and generate reports detailing return trends, causes, and resolution statuses.
• Ensure adherence to all company policies and legal regulations regarding returns and product warranty processes.
• Recommend improvements in the RMA process to enhance efficiency and reduce customer complaints.
• Ensure compliance with environmental regulations concerning returned products, including proper disposal or recycling of defective items.

Required Education and Experience

• High school diploma or equivalent required.
• 2-3 years of experience in RMA, customer service, or logistics in a manufacturing or related industry preferred.
• Experience with quality control processes and inventory management systems is a plus.
• Strong attention to detail and organizational skills.
• Excellent communication and interpersonal skills.
• Problem-solving and analytical abilities.
• Ability to work under pressure and meet deadlines.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and experience with ERP/CRM software.
• Knowledge of manufacturing processes and product quality control is a plus.

Equal Opportunity Employer
Veterans/Disabled

2222 East Pensar Drive
Appleton, Wisconsin, 54911
United States