About the position
Premio Inc. is a global solutions provider specializing in computing technology from the edge to the cloud, located in Los Angeles, CA. We are currently seeking an RMA Coordinator for our Headquarters in City of Industry, California. The RMA Coordinator will play a crucial role in managing product returns and ensuring customer satisfaction through effective service delivery. This position involves processing product returns, issuing RMA numbers, and handling day-to-day RMA activities, including shipping, receiving, packing, product refurbishment, testing, and loading software or images. The RMA Coordinator will also be responsible for processing daily RMA advanced replacement orders and shipments, managing RMA billing, and issuing credit memos for returned products. In addition to these responsibilities, the RMA Coordinator will take service inquiry calls from customers, dispatch onsite service, and provide information about products and services. Handling and resolving customer complaints or special requests via email or phone is also a key part of this role. The coordinator will investigate and correct errors, follow up on all open and pending issues, and coordinate customer service requirements with other departments to ensure effective service delivery. The position requires maintaining daily productivity, reviewing and updating process documentation regularly, generating analysis reports, and implementing new processes as required. The RMA Coordinator will also manage RMA inventory, customer consigned inventory, and perform month-end inventory cycle counts.
Responsibilities
- Process product returns and issue RMA numbers.
- Handle day-to-day RMA activities including shipping, receiving, packing, product refurbishment, testing, and loading software/images.
- Process daily RMA advanced replacement orders and RMA shipments.
- Manage RMA billing and issue credit memos for returned products.
- Take service inquiry calls from customers and dispatch onsite service.
- Handle and resolve customer complaints or special requests via email or phone.
- Investigate and correct errors, following up on all open and pending issues.
- Coordinate customer service requirements with other departments as necessary.
- Refer complaints of service or product failure to appropriate personnel for investigation.
- Communicate solutions, successes, and opportunities to the manager of customer service.
- Contact vendors to request RMA numbers and process RMA returns to vendors (RTV).
- Maintain daily productivity and review/update process documentation regularly.
- Generate analysis reports and implement new processes as required.
- Manage RMA inventory and customer consigned inventory, performing month-end inventory cycle counts.
Requirements
- High School Degree or equivalent combination of education and experience.
- Two to four years related experience and/or training in RMA processes or customer service.
- Proficiency in Microsoft Excel and other office software.
Nice-to-haves
- Experience in RMA processes for at least 2 years.
- Knowledge of customer service principles and practices.
Benefits
- Paid holidays
- Health insurance
- Dental insurance
- 401(k)
- Flexible spending account
- Tuition reimbursement
- Paid time off
- Vision insurance
- Life insurance
