MSA Safety

Customer Service Return Specialist

US-PA-Cranberry Twp
1 month ago(12/20/2017 1:47 PM)
Requisition ID
# of Openings


We are looking for a Customer Service Return Specialist.  While reporting to the Issues Resolution Manager, this individual will have the opportunity to support Issues Resolution Product Concern Specialists and MSA customers by promptly and accurately executing daily activities that will directly impact MSA customer satisfaction.  If this sounds like an exciting opportunity, we want to hear from you!


  • Receive and/or initiate telephone calls of a routine nature from/to customers primarily for the purpose of creating a of Customer Quality Notifications (CQN)
  • Create daily SAP warranty replacement orders resulting from CQN as well as document order information within the CQN.
  • Create and document electronic UPS return labels for product to be retrieved from customers for IRG evaluation.
  • Monitor CQN product return activity and send customer follow up communications as necessary.
  • Create and document Service Notifications in SAP for material shipping direct from customer to an MSA service location.
  • Update CQN tasks for customer owned product returned to IRG for evaluation.
  • Create expedite issues in Lotus Notes database for all warranty replacement orders with delivery promise dates of > 3 days and document the issue number in the CQN.
  • Release the warranty point orders and makes proper adjustments to customer’s points balance
  • Monitor the IRG inboxes daily and create CQNs from email requests


Special ledge, skills and abilities required:

• Strong verbal and written communication skills to clearly and accurately convey basic information. Ability to communicate and verbalize complex information effectively to MSA and customers.
• Excellent computer skills using Microsoft Word and Excel.
• Proven ability to handle multiple tasks in high-volume, fast-paced work environment.
• Proven ability to approach change or new situations with a positive attitude.

• Experience with Lotus Notes, CRM, SAP.
• Experience with order management systems.

Education and experience required:
• High school diploma or equivalent.

• Associates degree.
• 1 – 2 years of experience in Customer Service and its related tasks.
• SAP Order Management experience.



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