RMA Desk Manager

Location

Bangalore | India

Job 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

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