Summary
The RMA Customer Service Representative (CSR) will be responsible for managing customer interactions related to product returns and coordinating planning activities for the RMA lab. This includes coordinating with internal departments and maintaining accurate records. This role ensures efficient processing of returns, high levels of customer satisfaction, and effective planning and scheduling of operations.
Essential Duties and Responsibilities include the following. Other Duties not listed may be assigned.
Daily Responsibilities:
- Manage RMA requests from customers, ensuring timely and accurate processing and the collection of necessary information.
- Serve as the main point of contact for customers and internal teams regarding RMA status and issues.
- Coordinate the return of components for manufacturer failure analysis.
- Maintain comprehensive records of RMA transactions and lab activities.
- Oversee FA components replenishment to ensure necessary components are available for failure analysis processes.
- Manage volume forecasts to anticipate return volumes and plan resources accordingly.
- Address customer concerns promptly and professionally to resolve issues effectively.
- Coordinate logistics and develop schedules to ensure efficient and timely processing and shipment of returns.
- Collaborate with technicians and engineers to plan, prioritize, and allocate resources effectively.
- Monitor operational progress to meet customer lead times, addressing any delays or conflicts.
- Troubleshoot and resolve both operational and system issues to maintain workflow efficiency and timely delivery.
- Generate and analyze reports on RMA activities to identify trends, lead-times, and issues for improvement.
- Participate in continuous improvement initiatives to enhance overall customer satisfaction and operational efficiency.
- Stay up to date with company products, services, and policies.
- Perform other duties as assigned.
Education and/or Experience
- Bachelor’s degree or experiences in a related field.
- SAP or order ERP system.
- Proficiency in Microsoft Office Suite, intermediate to high EXCEL experience
- Experience in CSR, order management, account/business support, reverse logistics or a similar role is a plus.
Essential Skills:
- Excellent organizational and multitasking abilities.
- Detail-oriented with a focus on accuracy and efficiency.
- Strong communication and interpersonal skills.
- Must be hands-on with ambition and drive to succeed - “Makes things happen”.
- Goal oriented and must be accustomed to achieving results through team-work.
SMS InfoComm Corporation is an equal opportunity employer. Diversity and Inclusion are the foundation of our culture.
Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Skills Required
- Bachelor's degree or equivalent experience in a related field
- Experience with SAP or order ERP systems
- Proficiency in Microsoft Office Suite, intermediate to advanced Excel
- Experience in CSR, order management, account/business support, or reverse logistics
- Strong organizational, multitasking, and attention to detail skills
- Strong communication and interpersonal skills
What We Do
SMS InfoComm Corporation is a global technology company that provides comprehensive product and life cycle solutions. Their services include logistics, parts distribution, repair, refurbishment, and asset recovery for electronics and ICT products. They partner with leading companies to deliver service solutions through advanced engineering, state-of-the-art technology, and a commitment to sustainability, quality, and innovation across various sectors including telecom, healthcare, and manufacturing.
