Customer Service Representative Lead (HID1887)

Long Beach, CA North AmericaUSLong Beach, CA
HID Global
Job Type: 
Functional Area: 
Customer Service
Job Level: 
Entry Level

Become a Customer Service Representative Lead in an Innovative High-Tech Security Company

Job ID: HID1887

#Securing your Future!

The Customer Service Representative Lead is responsible for all aspects of RMA return/repairs and customer service functions. The role requires interactions with customers to provide and process information in response to RMA’s and orders. Must have the ability to clearly and effectively communicate with customers by telephone or electronically.


What you will be doing

  • Deal directly with customers either by telephone or electronically
  • Fosters and develops positive customer relations by providing courteous, prompt and proactive customer service.
  • Lead support resource for customer RMA requests
  • Handle multiple administrative activities within Sales Force and Oracle to manage the RMA’s from issuance to closing out RMA
  • Process RMA requests from Sales Force ticket que or via email RMA request form.
  • Audit and receive all incoming RMA’s into Oracle/Log
  • Outside RMA liaison to the Customer throughout RMA process correspondence through Salesforce or outlook
  • Internal RMA liaison coordinating RMA with the quality Tech and periodically interacting with quality team for activities related to RMA’s
  • Respond promptly to customer inquiries
  • Handle and resolve customer complaints
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Provide pricing and delivery information
  • Perform customer verifications
  • Process orders and RMA requests
  • Organize workflow to meet customer timeframes
  • Direct requests and unresolved issues to the designated resource
  • Record details of actions taken
  • Follow up on customer interactions
  • Provide feedback on the efficiency of the customer service process
  • Additional activities as assigned by manager
  • Serve as backup person for Shipping and Customer Service associate.
  • Obtain and evaluate all relevant information to handle product and service inquiries

What we are looking for    

  • Some college education (preferred 2-year college degree)
  • 2+ years of experience in customer service field
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications (preferred oracle knowledge)
  • Experience with administrative type procedures
  • Numeric, oral and written language applications
  • Ability to manage and prioritize multiple critical tasks with high attention to detail
  • Ability to communicate complex issues to customer, business and or associates
  • Excellent time and project skills
  • Able to exercise discretion and independent judgement
  • Excellent listening, interpersonal, written, and oral communication skills

Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team


HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran


HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit