Job Description

Position Description: The RMA Desk Manager is the key administrative and coordinator of entire RMA process since the moment customer is sending the request for repair until the repaired/replaced unit goes back to customer. The RMA Desk Manager is the main contact between our customers, internal operations organization, Sales Team, Finance and logistics team. The position will be directly responsible to ensure customer return requests are properly and accurately entered into systems and promptly communicated back to the customer. Roles and Responsibilities: Process returns request (RMA) received from customers ensuring they are processed in a timely manner, that data integrity is maintained and that orders entered into the system can be repaired Maintain and monitor the orders in Oracle system throughout their complete lifecycle, making sure they are shipped and delivered to customer Invoice customer orders according to the policy and sharing the invoices to customers Ensure proper coordination where applicable with customers and freight forwarders on RMA return logistics. Serve as primary point of contact for RMA issues between customers, operations, repair centers, warehouse, Global Logistics, Finance, Sales Team, Quality team Prepare status reports and customized reports in order to provide customers with updates on their RMAs throughout the process. Governance meetings with the internal stakeholders (Regional Team, Region VP, Sales etc) for status on customers RMAs Monitor and manage all open RMAs to ensure we are proactively following up to ensure no delays are experienced in the reverse logistics supply chain. Initiate and manage all disputes of customer return discrepancies or claims Job Requirements Skills Required: 2- 4 years of experience related to customer service High Microsoft Office skills (Excel, ppt) Prior experience and knowledge of Oracle database management systems is a plus Previous experience in similar industry will be an advantage. Excellent English skills Previous experience in return or warranty administration experience for a hardware manufacturer will be a plus Customer service mindset Independent employee with high working ethics, self-motivated and eager to learn Great attention to detail, accurate record keeping, and committed to managing problems through resolution Analytical skills Ability to work to deadlines and under pressure Excellent written and verbal communication skills Effective at coordinating multiple tasks to ensure on time completion Positive energy, team player Adaptable, flexible, and open minded to work in a fast-paced environment that undergoes constant change.

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