Supply Chain Analyst

Intel; Penang; Hybrid; MYR 60,000 - 75,000; Full time

Job summary

A leading technology company is seeking a Customer Returns Manager in Penang, Malaysia. This role focuses on managing warranty return processes, providing expert assistance to OEM and distributor accounts, and leveraging data analytics for continuous improvement. Candidates should have a bachelor's degree, 3+ years in customer support, and proficiency in Mandarin. The position offers a hybrid work model, promoting a balance between on-site and off-site work.

Qualifications

• Minimum 3 years of experience in customer support or warranty processing.
• Strong proficiency in CRM platforms.
• Excellent communication and organizational skills.

Responsibilities

• Serve as the primary contact for warranty return requests.
• Conduct account performance reviews.
• Oversee and facilitate the issuance of credits.

Skills

Customer support management

Data analysis

Communication

Problem-solving

Organizational skills

Education

Bachelor's degree in Business Administration, Supply Chain Management, or related field

Tools

CRM platforms

Data analytics tools

Excel

Power BI

Job description

Job Details

Intel is seeking a dedicated Customer Returns Manager to provide expert assistance in return for credit (warranty) processes for our key OEM and distributor accounts. This role is essential in ensuring seamless warranty claims, credit issuance, and adherence to Intel's policies. The ideal candidate will leverage data analytics to drive continuous improvement, deliver exceptional customer experiences, and educate stakeholders on RMA processes.

Key Responsibilities

• Account Support: Serve as the primary contact for warranty return and credit requests for designated accounts, ensuring timely and accurate resolution to customer requests/escalations.
• Performance Reviews: Conduct account performance reviews, providing detailed feedback and recommendations for process improvements to key accounts.
• Customer Experience: Analyze customer survey data to identify service trends and opportunities to enhance support and strengthen trusted advisor relationships within the warranty space.
• Credit Issuance: Oversee and facilitate the issuance of credits, ensuring all transactions comply with Intel's warranty policy and financial controls.
• Request Review and Financial Optimization: Evaluate customer return and credit requests with a focus on minimizing unnecessary credit issuance and improving Intel's financial recovery outcomes by identifying cost effective alternatives and ensuring adherence to policy.
• Data Analytics and Improvement: Utilize data analytics tools to monitor account activity, identify opportunities for process optimization, and implement continuous improvements.
• Non-Standard RMA Solutions: Develop and implement tailored solutions for non-standard Return Material Authorization (RMA) scenarios, accommodating unique customer needs.
• Stakeholder Education: Provide ongoing collaboration through education and training to internal teams and external customers regarding RMA processes, policies, and best practices.

Qualifications

Minimum Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
• Minimum 3 years of experience in customer support, account management, or warranty processing, preferably within the technology sector.
• Proficiency in Mandarin (spoken and written).
• Strong proficiency with CRM platforms and data analytics tools.
• Proven ability to manage multiple high-value accounts and large-scale credit transactions.
• Excellent communication, problem-solving, and organizational skills.
• Demonstrated commitment to policy compliance and process improvement.

Preferred Qualifications

• Experience supporting OEM and distributor accounts in a global technology environment.
• Advanced skills in Excel, Power BI, or other data visualization software.
• Familiarity with RMA processes and credit issuance within the semiconductor industry.
• Certification in Customer Experience Management or related discipline.

Job Information

Job Type: Experienced Hire

Shift: Shift 1 (Malaysia)

Primary Location: Malaysia, Penang

Business Group

The Sales and Marketing Group (SMG) leverages the product portfolio to drive Intel's revenue growth and market expansion, blending strategic initiatives with dynamic sales efforts to capture and retain customers. SMG is responsible for empowering the sales force with tools and insights needed to close deals and build lasting customer relationships. Sales analytics and market research ensure strategies are both targeted and impactful. In SMG, disciplined execution, creativity, and ambition are celebrated, providing ample opportunities for career advancement and skill development.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.

* Job posting details (such as work model, location or time type) are subject to change.