RMA, Customer Returns Coordinator

Acer-posted 11 months ago
Full-time • Entry Level
San Jose, CA
501-1,000 employees
Computer and Electronic Product Manufacturing
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Acer America Corporation is a fast-paced, high-growth, computer hardware company located in the heart of Silicon Valley. We are looking for a detail-oriented, motivated individual with a minimum of two years of RMA (Return Merchandise Authorization) experience who will take full ownership of this position.

  • RMA Authorization processing: Enter data, analyze data, and identify trends in repair.
  • Process, categorize, and answer customer emails and telephone calls, providing high quality service.
  • Communicate Status and schedule to customers.
  • Communicate Status and schedule with 3rd parties.
  • Handle the day-to-day RMA Receiving activities.
  • Meet and exceed internal and external Service Level Agreements.
  • Maintain daily productivity / workflow reports.
  • Work closely with internal departments such as fulfilment, logistics, and quality and product management as required.
  • Ensure a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA Team's objectives.
  • Create reporting on return by product and customer.
  • Process product returns and Conduct product failure analysis.
  • Maintain, review and update process documentation on a regular basis; creating new documents as required.
  • Review current processes on a regular basis and implement new processes as required.
  • Improve and document return flows for the accounts that will be managed.
  • Automate processes within the Return Department.
  • Financial Reconciliation between Acer and Customer.
  • Financial Reconciliation between 3rd parties and Acer.
  • Bachelor degree or proven related experience desired.
  • Minimum two years of experience as a logistics/customer service professional preferred.
  • Understanding and adherence to Support / Operations Best Practices is a must.
  • Good written and verbal communication skills.
  • Must work well in a fast-paced environment with dynamic requirements and priorities.
  • Attention to detail and committed to managing problems through resolution.
  • Being adept with MS Office tools such as Word, Excel and Outlook is necessary.
  • Experience with ERP systems.
  • Return or Warranty administration experience for a hardware vendor preferred.
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