Location
Bangalore | India
Job description
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.
Job tags
Salary
