Job Summary:

The RMA Coordinator is responsible for handling customer product returns within their Business Units. The ideal candidate is customer focused, flexible, and able to follow and develop processes and willing to take on additional duties. Demonstrates professionalism and initiative in daily activities, with excellent inter-personal and communication skills both oral and written. Strong knowledge of MS Excel is highly preferred.

 

Job Responsibility:

Primary business unit interface for Global Returns Team. Responds to requests via incoming emails daily. Manage generation and tracking of RMA work order within Oracle and FactoryLogix (Shop floor data control database). Responsible for working with the business units in generating rework quotes for non-warranty customer returns. Responsible for managing build plan and revenue forecasting for all customer returns. Responsible for providing RMA build priority to business units on weekly basis and tracking of customer returns through the entire rework process. Responsible for working with Planning and Purchasing in ensuring replacement materials needed for repairs are on order. Responsible for identifying any potential risks tied to customer returns and working with integrated team in mitigating those risks. Prepares and emails the daily RMA Summary report. Assists Quality with root cause corrective actions (RCCA) efforts. Communicates with accounting, inventory control, shipping, carriers, Business Units, and entities to resolve issues and prevent re-occurrences. 

Required Qualification:

Typically requires 5+ years of customer service in a client facing role Background in manufacturing operations Understanding and adherence to Support / Operations Best Practices Must work well in a fast-paced environment with dynamic requirements and priorities Being adept with MS Office tools such as Word, Excel, and Outlook.

Preferred Qualification:

Oracle and FactoryLogix experience Good at influencing people Associate Degree

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to:

Constantly move objects and use abdominal and lower back muscles to provide support over time without fatigue. 

Specific abilities required by the job include positioning oneself to lift or move objects weighing up to 40lbs.

Constant movement and use of limbs.

 

Specific abilities required by this job include prolonged standing, walking, bending, kneeling, stooping, crouching, crawling, climbing and frequently pinching and/or gripping.

Sometimes, working under a microscope for long periods of time will be required

Frequently observe, detect, discern, and convey information.

 

Specific abilities required by this job include near, far and color vision acuity, peripheral vision, depth perception and ability to adjust focus.

Requires good manual dexterity/coordination, and stamina.

 

Specific abilities may be requested for overtime during peak business hours throughout the year.

 

"This position requires you to access information that is subject to U.S. export regulations. You may only access such information if you are a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. government."