Position Description:

The Hardware Repair (RMA) Coordinator is the key administrative and coordinator of entire RMA process since the moment customer is sending the request for repair until the repaired/replaced unit goes back to customer.

The Hardware Repair (RMA) Coordinator is the main contact between our customers, internal operations organization, Sales Team, Finance and logistics team.

The position will be directly responsible to ensure customer return requests are properly and accurately entered into systems and promptly communicated back to the customer.

Roles and Responsibilities:

Salesforce Management: RMA Coordinator is the person responsible for assisting Customer on Case Creation; Rectification of Cases created Incorrectly; Validation of cases with Oracle database; New Account creation or updating; Customer account details updating in Oracle & SF.

Customer Communication: Pre alerts email exchange between Customer & Repair Centre for transaction details; Issues related to deliveries resolution with information exchange. Reconciliation with WH teams required for data sync between Customers & Company.

Quality: CDA creation for RMA return item’s issues & their rectification.

Oracle: Data Integrity issues to highlight & resolve with other teams like IT, Finance, Ordering, etc; Oracle Process tasks & Cleansing of old RMA & Cases.

Repair Centre Coordination: Issues related to incoming shipments or systems to be managed with different teams.

Reports: Status reports to be shared regularly with Customers & Management, highlighting the major issues.

Skills Required:

Customer Interaction experience to understand the issue well, acknowledge & take accountability on issue closure.

Analytical Experience to find the problem reason & confidently take necessary actions for resolution.

Time Management to assign priorities to important tasks & earliest resolutions.

Strong, professional communication skills, able to escalate properly using appropriate level of details.

Reports making experience in Excel & power Point.

Future Orientation on Process Improvement.

Handling pressure on multiple tasks.

Positive attitude towards tasks assigned.

Disciplinary & regular on work.

Fast learner to adapt changes in system.

Qualification:

Graduation from any stream.

Desirable: MIS Certification or relevant course is preferred

Experience:

Min 5 years of experience in Transactions Management/Logistics/System Knowledge

MS Excel Proficiency required.

Oracle Experience is preferred.

Must have Customer Interaction Experience