RMA Coordinator

5 days ago

Quezon City, National Capital Region, Philippines Sandtex Technology Inc. Full time ₱18,500 per year

The RMA Coordinator oversees the return merchandise process, ensuring a seamless experience for customers and efficient handling of returned products. This role requires excellent organizational skills, attention to detail, and effective communication with customers and internal teams to facilitate timely and accurate resolutions.

Key Responsibilities:1. RMA Case Management:

  • Act as the main point of contact for customers initiating return requests.
  • Process RMA requests by verifying eligibility based on purchase records, warranty terms, and company policies.
  • Issue RMA numbers and provide customers with return instructions.

2. Communication and Customer Support:

  • Maintain clear and professional communication with customers throughout the return process.
  • Provide status updates on returns, repairs, replacements, or refunds.
  • Address customer inquiries and escalate issues to the appropriate department as needed.

3. Coordination and Tracking:

  • Track the receipt and processing of returned items using inventory or RMA management systems.
  • Coordinate with internal teams, including quality control, repair technicians, and shipping, to ensure timely resolutions.
  • Arrange for replacement products or refunds and ensure compliance with company policies.

4. Reporting and Documentation:

  • Maintain accurate records of RMA cases, including reasons for return, resolutions, and turnaround times.
  • Generate reports on RMA trends, customer feedback, and process efficiency for management review.

5. Process Improvement:

  • Identify bottlenecks or recurring issues in the RMA process and suggest improvements.
  • Collaborate with quality assurance and operations teams to enhance product quality and reduce return rates.

6. Policy Compliance:

  • Ensure all returns comply with company policies and procedures.
  • Stay updated on product warranty terms, updates, and industry best practices.

Qualifications:Education:

  • High school diploma or equivalent required; an associate degree or higher in business, logistics, or a related field is a plus.

Experience:

  • 2+ years of experience in customer service, returns processing, or supply chain coordination.
  • Experience with RMA or inventory management software is preferred.

Skills:

  • Strong organizational and multitasking skills.
  • Proficiency in MS Office Suite (Word, Excel) and familiarity with CRM or ERP systems.
  • Excellent verbal and written communication skills.
  • Problem-solving and conflict resolution abilities.

Key Attributes:

  • Detail-oriented and proactive.
  • Ability to manage high volumes of tasks under tight deadlines.
  • Customer-focused mindset with a collaborative attitude.

Job Type: Full-time

Pay: Php18, Php18,500.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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