RMA Coordinator I -RMA Recovery

Clear Destination Inc.; Bengaluru; On-site; INR 420,000 - 620,000; Full time

Job summary

Clear Destination Inc. in Bengaluru is seeking an RMA Coordinator I to manage end-to-end Return Material Authorization processes, ensuring timely returns, repairs, and replacements while coordinating with dealers, service providers, and repair centers.

You will handle RMA reception, status updates, and documentation, maintain SOPs, and strive to meet SLAs and quality objectives in a dynamic service operations environment.

Qualifications

• 2-3 years’ experience in relevant position or equivalent within the AV industry or related field.
• Experience managing end-to-end RMA, warranty, repair, and replacement processes.
• Knowledge of service operations, inventory management, and ERP/RMA systems.
• Ability to coordinate with customers, authorized partners, and cross-functional teams while meeting SLAs.
• Understanding of Christie RMA policies and internal service procedures gained through on-the-job experience.

Responsibilities

• Process RMAs for replacement parts and customer repairs in accordance with Christie RMA and warranty policies.
• Coordinate with Christie Authorised Dealers, Partners, Service Providers, and Repair Centres to ensure timely repair and replacement activities.
• Ensure replacement parts are shipped in accordance with contractual agreements and that faulty parts are returned within the prescribed RMA timelines.
• Manage customer repair cases by preparing repair quotations, coordinating approvals, tracking repair progress, and providing timely customer updates.
• Liaise with Christie engineers, repair centres, and service teams to obtain repair status and proactively communicate updates to customers.
• Process product returns and perform product failure analysis to support quality improvement initiatives.
• Handle day-to-day RMA receiving activities, including receipt, verification, and system processing of returned products.
• Meet and exceed internal and external Service Level Agreements (SLAs) for RMA processing and customer support.
• Deliver a high level of customer service in support of Christie’s technical service operations.
• Assist Customer Service with RMA authorization processing and related activities as required.
• Work closely with Operations, Customer Service, Technical Support, Quality, Engineering, and Service Planning teams to ensure efficient execution of RMA and repair processes.
• Maintain daily productivity and workflow reports, along with weekly and monthly reports covering RMA transactions, repair activities, and service metrics.
• Manage service stock by monitoring inventory, processing stock transfer orders, and coordinating replenishment with Service Planners.
• Administer consignment inventory, ensuring accurate tracking, replenishment, reconciliation, and compliance.
• Prioritise RMAs from Christie Authorized Partners and Certified Dealers while maintaining complete and accurate documentation.
• Support internal Service Work Order (SWO) processes to facilitate repair operations.
• Coordinate the timely collection and return of faulty parts from customers in compliance with RMA policies.
• Maintain, review, and update process documentation, standard operating procedures (SOPs), and work instructions as required.
• Continuously review existing processes and implement improvements to enhance operational efficiency, quality, and customer satisfaction.
• Support third-party procurement activities and other service operations tasks as assigned by management.

Skills

Customer service

Communication

Coordination

Education

Graduate or Postgraduate degree

Tools

ERP/RMA systems

MS Office

Job description

About the opportunity:

We’re looking for a RMA Coordinator I to join our team in India. The RMA Coordinator I manages the end-to-end Return Material Authorization (RMA) process, ensuring timely processing of product returns, repairs, and replacements. The role works closely with cross-functional teams to deliver excellent customer service while meeting quality and service level objectives.

Responsibilities:

• Process RMAs for replacement parts and customer repairs in accordance with Christie RMA and warranty policies.
• Coordinate with Christie Authorised Dealers, Partners, Service Providers, and Repair Centres to ensure timely repair and replacement activities.
• Ensure replacement parts are shipped in accordance with contractual agreements and that faulty parts are returned within the prescribed RMA timelines.
• Manage customer repair cases by preparing repair quotations, coordinating approvals, tracking repair progress, and providing timely customer updates.
• Liaise with Christie engineers, repair centres, and service teams to obtain repair status and proactively communicate updates to customers.
• Process product returns and perform product failure analysis to support quality improvement initiatives.
• Handle day-to-day RMA receiving activities, including receipt, verification, and system processing of returned products.
• Meet and exceed internal and external Service Level Agreements (SLAs) for RMA processing and customer support.
• Deliver a high level of customer service in support of Christie's technical service operations.
• Assist Customer Service with RMA authorization processing and related activities as required.
• Work closely with Operations, Customer Service, Technical Support, Quality, Engineering, and Service Planning teams to ensure efficient execution of RMA and repair processes.
• Maintain daily productivity and workflow reports, along with weekly and monthly reports covering RMA transactions, repair activities, and service metrics.
• Manage service stock by monitoring inventory, processing stock transfer orders, and coordinating replenishment with Service Planners.
• Administer consignment inventory, ensuring accurate tracking, replenishment, reconciliation, and compliance.
• Prioritise RMAs from Christie Authorized Partners and Certified Dealers while maintaining complete and accurate documentation.
• Support internal Service Work Order (SWO) processes to facilitate repair operations.
• Coordinate the timely collection and return of faulty parts from customers in compliance with RMA policies.
• Maintain, review, and update process documentation, standard operating procedures (SOPs), and work instructions as required.
• Continuously review existing processes and implement improvements to enhance operational efficiency, quality, and customer satisfaction.
• Support third-party procurement activities and other service operations tasks as assigned by management.

Location:

Bengaluru (Onsite)

What we’re offering

A competitive salary, vacation, health & dental benefits and employer-matched pension plan.

You’ll have opportunities to learn, grow, and collaborate with professionals on a global reach. Whether you’re working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight—your contributions will make a difference.

The experience and skills we value:

• Any graduate or post graduate degree
• 2-3 years’ experience in relevant position or equivalent within the AV industry or related field
• Experience managing end-to-end RMA, warranty, repair, and replacement processes.
• Knowledge of service operations, inventory management, and ERP/RMA systems.
• Ability to coordinate with customers, authorized partners, and cross-functional teams while meeting SLAs.
• Understanding of Christie RMA policies and internal service procedures gained through on-the-job experience.

What will put you ahead:

• Strong customer service, communication, and coordination skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and ERP/RMA systems.
• Ability to prepare reports, maintain documentation, and analyze RMA data.
• Good organizational, problem-solving, and time management skills.
• Knowledge of inventory management, service operations, and warranty/RMA processes.