RMA Coordinator (Customer Returns)

About the position

The RMA Coordinator (Customer Returns) is responsible for managing the return merchandise authorization process, ensuring high-quality customer service, and maintaining effective communication with customers and third parties. This role involves data entry, analysis, and reporting on product returns, as well as collaborating with various internal departments to streamline operations and improve customer satisfaction.

Responsibilities

• Process RMA authorization and data entry.
• Analyze data and identify trends in repairs.
• Respond to customer emails and phone calls, providing high-quality service.
• Communicate status and schedules to customers and third parties.
• Handle day-to-day RMA receiving activities.
• Maintain daily productivity and workflow reports.
• Collaborate with internal departments such as fulfillment, logistics, and quality management.
• Create reports on returns by product and customer.
• Conduct product failure analysis and process product returns.
• Review and update process documentation regularly.
• Implement new processes as required to improve return flows.
• Automate processes within the Return Department.
• Perform financial reconciliation between Acer and customers and third parties.

Requirements

• Bachelor's degree or proven related experience desired.
• 2 years of experience in logistics and/or RMA customer service preferred.
• Understanding and adherence to Support/Operations Best Practices is essential.
• Good written and verbal communication skills.
• Ability to work well in a fast-paced environment with dynamic requirements and priorities.
• Attention to detail and commitment to problem resolution.
• Proficiency in MS Office tools such as Word, Excel, and Outlook is necessary.
• Experience with ERP systems is preferred.
• Return or warranty administration experience for a hardware vendor is preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Tuition reimbursement
• Vision insurance