Customer Experience Manager, RMA Service

Supermicro•San Jose, CA

19d

About The Position

Supermicro is seeking for a Customer Experience Manager, RMA Service to lead and drive the strategic direction of the RMA operations, ensuring seamless execution of warranty service fulfillments and exceptional customer experience. This role requires close collaboration with cross-functional teams to prioritize customer needs, optimize service processes, and uphold the highest standards of quality and responsiveness. The incumbent will be responsible for overseeing daily operations, implementing continuous improvements, and aligning departmental goals with broader organizational objectives.

Requirements

Typically, 7 to 10+ years in RMA operations and customer service.
Proficiency in networking, compute products, or relevant tech hardware, depending on the industry.
CRM, ERP, and MS Office.
Strong ability to track KPIs and provide clear data visualizations and graphs to support upper management decision-making.
Exceptional presentation skills and the ability to convey complex issues clearly to stakeholders.
Decisive nature to prioritize fulfillment and repair amidst varying capacities and shifting service agreements.
B.S Business Administration or Management.

Nice To Haves

Knowledge on global logistics and supply chain management a plus.
Understanding of PLM and BOM a plus.
Certified Customer Experience Professional (CCXP) a plus

Responsibilities

Develop and implement strategies that optimize customer experience and satisfaction.
Lead and motivate the customer service team to deliver a high standard of customer service.
Arrange/coordinate training to customer service staff to deliver excellent customer service.
Collaborating with other departments to ensure consistency of customer service handling and resolving customer complaints or issues in a timely and satisfactory manner.
Oversee RMA cases, ensure prompt replacement part fulfillment, and clear open backlogs within strict Service Level Agreements (SLAs).
Perform data monitoring and analytic to identify red flag and put action in place for proactive control or de-escalation.
Generate performance metrics and analyze data to identify operational bottlenecks and process improvement opportunities.
Work closely with warehouse, production, and repair factories to map out supply allocations when supply constraints arise.
Serve as the liaison between the customer, account teams, quality assurance, manufacturing, and global service, and global logistics.
Provide accurate, up-to-date case status reports and lead customer meetings to maintain strong relationships.