Global RMA & Customer Experience Leader

Supermicro; San Jose (CA); On-site; USD 100,000 - 135,000; Full time

Job summary

Supermicro is seeking a Customer Experience Manager, RMA Service to lead the strategic direction of the RMA operations and ensure seamless warranty service fulfillment with exceptional customer experience.

You will collaborate with cross-functional teams to prioritize customer needs, optimize processes, and uphold high standards of quality and responsiveness while overseeing daily operations and continuous improvements aligned with company goals.

Qualifications

• 7 to 10+ years in RMA operations and customer service.
• Knowledge of global logistics and supply chain management is a plus.
• Proficiency in CRM, ERP, and MS Office; understanding of PLM and BOM is a plus.
• Strong analytical skills with KPI tracking and data visualizations.
• Excellent communication and presentation skills.
• Bachelor's degree in Business Administration; CCXP a plus.

Responsibilities

• Develop and implement strategies that optimize customer experience and satisfaction.
• Lead and motivate the customer service team to deliver a high standard of customer service.
• Arrange/coordinate training to customer service staff to deliver excellent customer service.
• Collaborate with other departments to ensure consistency of customer service handling and resolving customer complaints or issues in a timely and satisfactory manner.
• Case Management & Resolution: Oversee RMA cases, ensure prompt replacement part fulfillment, and clear open backlogs within strict Service Level Agreements (SLAs).
• Perform data monitoring and analytics to identify red flag and put action in place for proactive control or de-escalation.
• Metrics & Process Optimization: Generate performance metrics and analyze data to identify operational bottlenecks and process improvement opportunities.
• Supply Allocation: Work closely with warehouse, production, and repair factories to map out supply allocations when supply constraints arise.
• Cross-Functional Collaboration: Serve as the liaison between the customer, account teams, quality assurance, manufacturing, and global service, and global logistics.
• Customer Reporting: Provide accurate, up-to-date case status reports and lead customer meetings to maintain strong relationships.

Skills

Customer experience leadership

RMA operations

Data analytics

CRM

Team management

Education

Bachelor's degree in Business Administration

Tools

CRM

ERP

MS Office

PLM

BOM

Job description

Supermicro is seeking a Customer Experience Manager, RMA Service to lead the strategic direction of the RMA operations and ensure seamless warranty service fulfillment with exceptional customer experience.

You will collaborate with cross-functional teams to prioritize customer needs, optimize processes, and uphold high standards of quality and responsiveness while overseeing daily operations and continuous improvements aligned with company goals.