Interim (Project) Manager RMA

About Us
The organisation is a global leader in contactless and cashless payment technology, providing innovative end-to-end solutions for unattended markets across Europe, the UK, and North America. With a strong focus on user experience, reliability, and future-proof technology, they continue to drive the evolution of payment systems for vending, mobility, and other unattended environments

Role Overview

The RMA (Return Merchandise Authorization) Manager / Project Manager will be responsible for overseeing and optimizing the end-to-end RMA process at Payter BV. This includes managing product returns, repairs, replacements, and customer communications to ensure high levels of customer satisfaction and operational efficiency. The role also involves leading process improvement initiatives, coordinating cross-functional teams, and providing project management for key RMA-related projects.

Key Responsibilities

• Process owner RMA process including customer returns, repairs, replacements, and credits, ensuring timely and accurate resolution of all cases;

• Lead and spearheading the team of 2-3 RMA technicians in keeping the flow of repairs going;

• Act as a Single Point of Contact to resolve any questions, inquiries or issues around RMA;

• Develop, document, and continuously improve RMA procedures, focusing on efficiency, compliance, and customer experience;

• Ensure data analysis of RMA root cause analysis;

• Pro-actively work with the hardware and product teams to ensure development support;

• Support the teams to communicate clearly, pro-actively and properly to customers;

• Coordinate with logistics, production, and quality teams to ensure smooth handling and disposition of returned products;

• Lead and deliver process improvement projects to reduce RMA rates, enhance service levels, and optimize costs;

• Ensure compliance with company policies, industry standards, and relevant regulatory requirements;

• Liaise with vendors and partners as needed for returns to manufacturers or third-party repairs.

Process owner RMA process including customer returns, repairs, replacements, and credits, ensuring timely and accurate resolution of all cases;

Lead and spearheading the team of 2-3 RMA technicians in keeping the flow of repairs going;

Act as a Single Point of Contact to resolve any questions, inquiries or issues around RMA;

Develop, document, and continuously improve RMA procedures, focusing on efficiency, compliance, and customer experience;

Ensure data analysis of RMA root cause analysis;

Pro-actively work with the hardware and product teams to ensure development support;

Support the teams to communicate clearly, pro-actively and properly to customers;

Coordinate with logistics, production, and quality teams to ensure smooth handling and disposition of returned products;

Lead and deliver process improvement projects to reduce RMA rates, enhance service levels, and optimize costs;

Ensure compliance with company policies, industry standards, and relevant regulatory requirements;

Liaise with vendors and partners as needed for returns to manufacturers or third-party repairs.