rma coordinator

3 days ago

Makati City, National Capital Region, Philippines Productivity Technologies Services (PTSI), Inc. Full time ₱300,000 - ₱600,000 per year

RMA COORDINATOR

JOB DESCRIPTION

The RMA Coordinator will play a key role in the Customer Service. The ideal candidate must be customer focused, able to follow and develop RMA processes, and willing to accept additional duties. This position is responsible for handling customer problems both internally and externally, handle ticketing system, monitor cases until resolution, and performing post return analysis.

RMA Coordinator is also responsible for making sure that the Service Level Agreements will be met and can work with minimum supervision.

RESPONSIBILITIES:

* Process RMA procedures regarding pullout and return

· Ensure high level of customer service is delivered to all customers based on the Company's objectives

· Handles the day to day RMA receiving activities, opening of tickets, monitoring, and closing of tickets

· Create and coordinate replacement and repair for warranty claims

· Meet and exceed internal and external Service Level Agreements (SLA)

· Maintain daily productivity / workflow reports

· Assist Customer Service with RMA processing as needed

· Work closely with internal departments such as Operations, Accounting, Technical, Sales, and Logistics Department.

· 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

QUALIFICATIONS:

· Associate degree or proven related experience desired

  • 0-1 year of experience related to RMA and/or customer service professional
  • 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 ticketing system is a plus
  • Return or Warranty administration experience for a hardware vendor would be useful
  • Graduate of any 4 year course is a plus

KEY SKILLS:

Expertise in Microsoft Office applications like MS Word, MS PowerPoint, MS Excel MS Project, and other Windows OS related applications.

Proficient in Computer operations

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