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.

Standard Essential
Functions

• Handle customer RMA requests, including verifying product issues and validating compliance with return policies.
• Issue RMA numbers and provide customers with return instructions.
• Maintain a professional relationship with customers, ensuring that returned products are processed quickly and that customers are informed throughout the process.
• Collaborate with customer service to ensure effective communication with customers regarding return statuses and assist in resolving any customer complaints or dissatisfaction related to product returns.
• Collaborate with program managers to ensure that customers receive timely updates and resolutions.
• 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).
• Provide feedback to the manufacturing and engineering teams regarding recurring product issues and potential improvements.
• Identify patterns in returns and work with production teams to identify potential issues in manufacturing processes.
• 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.
• Ensure adherence to all company policies and legal regulations regarding returns and product warranty processes.
• 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.
• 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.

Preferred Skills and
Experience

• 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.
• 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