RMA, Customer Returns Coordinator

Acer • San Jose, CA

336d

About The Position

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.

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 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees