Gold Program Administrator
Gordian
 Washington, MA

The Gold program is a service that owners of Fluke Networks products purchase. The Gold program provides these services to customers; annual calibration by our service lab in Everett, repair of broken products, loaner equipment for when the customer's equipment is being services (calibration or repair), expedited freight for the customer's equipment and loaners we provide them, and technical services. The Gold program administrators handle all the steps associated with the customer's equipment and loaner equipment. This position works very closely with customers, Fluke's technical assistance team (TAC), and our service center in Everett, WA. About 35% of time is handling products in our facility

Primary Responsibilities:

  • Create Return Material Authorizations (RMA) in On-line Oracle ERP system
  • Generate shipping manifests and labels in UPS.COM
  • Schedule and manage pool of loaner inventory
  • Research customers and their entitlement status in Salesforce.com (SFDC)
  • Receive, test, clean, and ship loaner equipment from/to customers, and our service center.
  • Responsible for accuracy of loaner pool inventory
  • Responsible for processing all RMAs, loaner requests and customer queries by the end of each business day
  • Communicate with customers and internal staff via email and phone
  • 2-4 years of customer support and ERP (oracle preferred) experience
  • Requires excellent customer communication skills and attention to detail
  • Proficient in ERP systems (oracle preferred) for data entry, Outlook, Microsoft Excel and Word
  • Ability to handling electronic modules and experienced with shipping processes
  • Experience working in lean, continuous improvement customer service environment preferred