RMA, Customer Returns Coordinator

Short Description

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.

Job Responsibility

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

Requirements

-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 an 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.