Job description

In this role, you have the opportunity to

This position is for a highly analytical customer service specialist to join our Return Material Authorization team. In this role, you will handle customer queries using our software portal and ERP system. You will provide updates and status to the customer via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and track/manage the repair process.

A top-notch Customer Service Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

You are responsible for

• Promptly responding to customer queries via the portal or email.
• Escalate any or all serious complaints or issues that you are not equipped to deal with to your manager.
• Work with colleagues or managers to find the best solutions to customers’ issues.
• Identify any or all common problems and escalate them to management, along with possible suggestions for improvement, wherever possible.
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved.
• Attend workshops and meetings as required.
• Provide training if necessary to the customer on how to use the RMA portal.
• Respect client confidentiality at all times.

You are a part of

• A fast-growing company in Alpharetta area with several years of experience in the field of Optics and Displays.

To succeed in this role, you should have the following skills and experience

• High school diploma or GED.
• Bachelor’s degree in business, communications, or a related field may be advantageous.
• Practical experience with software, such as Salesforce and Oracle, a plus.
• Previous experience in a customer service role is preferred.
• The ability to respond appropriately under pressure.
• Sound judgment and excellent problem-solving skills.
• A positive attitude and the ability to build relationships with clients.
• Superb written and verbal communication skills.

Why should you join Mercury Systems?

Mercury Systems is the leader in making trusted, secure mission-critical technologies profoundly more accessible to the aerospace and defense industries. Optimized for customer and mission success, our innovative solutions power more than 300 critical aerospace and defense programs. Headquartered in Andover, Mass., and with manufacturing and design facilities around the world, Mercury specializes in engineering, adapting and manufacturing new solutions purpose-built to meet the industry's current and emerging high-tech needs. Our employees are committed to Innovation that Matters®.

Our Culture

We are committed to making Mercury a great place to work, no matter where our employees are located. We offer a casual and enjoyable atmosphere that allows employees to learn and grow. We help and care for one another and work as one to achieve results for us and for our customers. We value communication and transparency, and strive to foster two-way dialogue at all levels of the organization. We are committed to lifelong learning, offering comprehensive skills training and tuition reimbursement. Whether you're just starting out on your career journey or you are an experienced professional, it's important to us that you feel recognized and rewarded for your contributions.

To find out more about Why Mercury?, or visit the Mercury Community or find answers to general questions at Mercury FAQs

Mercury Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Mercury Systems is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the number below.

(978) 256-1300

Click here read about our recent press release and how Mercury Systems was named to Fortune Magazine's list of 100 Fastest-Growing Companies.

Click Here to learn about OFCCP

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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