Lead the process of product returns and track product failure analysis.
Work with engineers and technicians to identify electronic issues and communicate findings to customers as needed.
Ensure a high level of customer service is delivered to all internal and external customers, in accordance with the RMA Support Teams mission.
Handle the day-to-day RMA receiving, processing, internal/external movement, and shipping activities.
Meet all internal and external Service Level Agreements while striving to exceed expectations.
Maintain daily productivity / workflow reports and metrics.
Manage the RMA Authorization processing as needed.
Responsible for building a cohesive team that is focused on continuous improvement.
Work closely with internal departments such as Operations, Internal Sales, Technical Support, Accounts Receivable/Payable, Quality and Engineering as required.
Build and maintain positive relationships with contract manufacturers and vendors.
Set daily, weekly and monthly processing priorities.
Maintain, review and update process documentation on a regular basis; Create new documents as required.
Review and analyze current processes on a regular basis and develop and implement new processes as required.
Identify relevant metrics while publicly communicating the department performance against related metrics.
Working hours are Sunday through Thursday from 8 AM to 6 PM (including a 1 hour lunch break).
The ideal candidate will have high energy, providing exemplary customer service, flexibility, dependability and willingness to do whatever it takes to get the job donewith a smileare all highly desirable traits. Being a self-starter with a desire to exceed expectations is the key to success at our company.