Customer Service Rep

Basic Function:  Responsible for the administration and material processing of customer returns with activities that contribute to complaint resolution. The Customer Service Representative will provide superior service to OCC Sales and Finance. The position will also provide Quality support to Production ensuring compliance with ISO 9001. The Customer Service Representative will also participate in efforts to prevent, detect, report, correct or cause to be corrected the production of non-conforming material or product through routine conduct of audits/inspection at all stages of production.


Significant Responsibilities:

Performs specific job responsibilities:

  • Manages MRB cage and processes all transactions associated with customer returns.
  • Organize returns and keep detailed records.
  • Keep track of daily emails on new RMAs and status of existing RMAs.
  • Maintain RMA Log.
  • Data entry in a timely fashion.
  • Verifies and enters all data from orders into computer. Determines total cost for customer.
  • Maintain daily inventory of MRB.
  • Interacts with Sales to collectively process RMAs.
  • Routine follow up to ensure RMAs meet time limitations.
  • Submits weekly order reports to the department Manager.
  • Work with warehouse that is receiving the returns to help them know what product is being received, quantities and part numbers.
  • Follow-up on Shipping Claims.
  • Other tasks as needed.


Promotes OCC’s service excellence and quality. Provides excellent service to customers; builds strong relationships and team cohesiveness; focuses on quality and positive solutions; communicates respectfully; demonstrates compassion and understanding in response to customer request/needs.

Champions OCC’s mission, vision and values as detailed in the 15 Essential Points of Success; complies with policies and procedures, ethical standards and Code of Conduct.


Minimum Qualifications Required:


Education & Experience:  Associate degree in engineering, science, or business and two (2) years relevant experience preferred, or equivalent combination of education and or experience.


Essential Skills, Abilities & Knowledge:  Good computer skills with the ability to compile, organize, and chart large volumes of data.  Ability to read and follow basic instructions and to implement work programs, functions, and operations.  Ability to understand and implement quality procedures.  Math and handwriting skills required and the ability to correctly complete all documentation.  Good oral, written, and interpersonal skills required with the ability to give direction, advice, and assistance to others.  Ability to work in a team environment and assist in training, motivating, monitoring and evaluating others.  Pay close attention to detail with the ability to complete assignments accurately and to recognize, record and help solve problems.  Able to organize, complete tasks, and manage time.  Ability to work with minimal supervision.


Working Conditions:  While performing this job, the employee is regularly required to stand and must be reasonably ambulatory.  The employee must regularly lift and/or move up to 35 lbs.  This job requires vision sufficient for completing quality work, reading comprehension and computer use.    This work also requires hearing sufficient for normal workplace conversation and training.  The noise level in the work environment is usually moderate.  A reasonable accommodation may be made to enable individuals with a disability to perform the essential functions.  Specific vison abilities required by this job include color vision.



OCC offers a positive work environment driven around 15 Essential Points of Success, which is how OCC aspires to operate and is an integral part of our corporate philosophy and culture.  OCC offers a competitive benefits package to promote health and financial security for you and your family that includes company-sponsored health, dental and vision plans, Health Savings Accounts (HSA’s), Flexible Spending Accounts (FSA’s), life insurance, short and long term disability coverage, optional supplemental insurance plans; including, critical illness and accident, a 401(k) plan, an Employee Assistance Program (EAP), education assistance, and wireless discounts.  Employees are also provided with security options including Healthy Rewards®, Secure Travel®, Will Preparation and Identity Theft protection as well as generous paid time off and holiday schedules. 


To apply:

Optical Cable Corporation is an EEO/AA/Veterans/Disability Employer. For additional information, please click here.


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