Senior RMA Analyst

Castles Technology Co., Ltd. - Kennesaw, GA

Full-time - Senior

Kennesaw, GA

Credit Intermediation and Related Activities

About the position

As a Senior RMA Analyst, you will oversee the return and exchange process for our products while leading a team of RMA Analysts and Specialists. Your leadership will ensure that the team meets operational targets and maintains high standards in customer service, product quality, and repair accuracy. You will work closely with cross-functional teams and report to upper management on key return metrics and process improvements.

Responsibilities

• Oversee and manage the end-to-end RMA process, ensuring all return logistics are handled efficiently and adhere to company policies.
• Review and approve customer requests for return authorization, prioritizing and assigning tasks to the RMA team.
• Conduct Level 1 repairs, including diagnostics, software re-loads, battery replacement, and triage of POS terminals, ensuring timely and accurate resolution of customer issues.
• Collaborate cross-departmentally (customer service, logistics, quality control) to ensure smooth processing of returns and exchanges.
• Provide guidance and training to the RMA team, helping resolve escalated issues and improving performance.
• Monitor team performance to ensure that RMA metrics and customer satisfaction goals are consistently met.
• Generate and analyze reports on return trends, identifying opportunities for operational improvements.
• Communicate status updates with customers in a clear and timely manner.
• Maintain detailed records and documentation of all RMA activities.
• Oversee inventory control related to the RMA process and collaborate on any warehouse-related tasks.
• Report regularly to management on RMA ticket status, repair timelines, and process improvements.

Requirements

• 5+ years of RMA experience.
• Proficiency in Level 1 repairs, including diagnostics and triage of electronic devices such as POS terminals.
• Strong attention to detail, organizational, and time-management skills.
• Ability to prioritize and manage incoming RMAs to ensure operational targets are met.
• Experience in customer service, technical support, or logistics environment.
• Strong interpersonal and communication skills for managing customer interactions and team dynamics.
• Experience troubleshooting POS devices.
• Ability to work cross-functionally with internal teams to resolve technical and logistical issues.
• Advanced computer literacy and experience with RMA software and systems.
• Problem-solving mindset with a focus on continuous improvement.

Benefits

• The company pays the full premium cost for employee medical, dental and vision premiums.
• Training and Development internally and externally provided for continual employee development.
• Opportunity to learn the exciting, high-growth Fintech industry.
• 401(k) Plan with company match.
• Work life balance: Castles offers generous PTO and 11 paid holidays annually.