Return Merchandise Authorization (RMA) Specialist

Acer; Santa Clara (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A rapidly growing technology company located in Santa Clara is seeking a detail-oriented individual with RMA experience to manage return processes and deliver high-quality customer service. Responsibilities include processing RMAs, analyzing data, and improving workflows. Ideal candidates will have a Bachelor’s degree or equivalent experience, strong communication skills, and proficiency in MS Office.

Qualifications

• Minimum of two years of RMA experience required.
• Good written and verbal communication skills are necessary.
• Experience with logistics and customer service returns is preferred.

Responsibilities

• Process RMA Authorization and maintain workflows.
• Handle customer inquiries effectively and professionally.
• Maintain daily productivity and workflow reports.

Skills

RMA experience

Customer service

Data analysis

Attention to detail

MS Office tools

Education

Bachelor degree or related experience

Tools

ERP systems

Job description

Acer America Corporation is a fast-paced, high-growth, computer hardware company located in the heart of Silicon Valley. We are currently seeking a detail-oriented, motivated individual with a minimum of two years of RMA (Return Merchandise Authorization) experience who will take full ownership of this position.

Responsibilities

• RMA Authorization processing: Enter data, analyze data, and identify trends in repair.
• Process, categorize, and answer customer emails and telephone calls, providing high quality service.
• Communicate Status and schedule to customers.
• Communicate Status and schedule with 3rd parties.
• Handle the day-to-day RMA Receiving activities.
• Meet and exceed internal and external Service Level Agreements.
• Maintain daily productivity/workflow reports.
• Work closely with internal departments such as fulfilment, logistics, and quality and product management as required.
• Ensure a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA team's objectives.
• Create reporting on return by product and customer.
• Process product returns and Conduct product failure analysis.
• Maintain, review and update process documentation on a regular basis; creating new documents as required.
• Review current processes on a regular basis and implement new processes as required.
• Improve and document return flows for the accounts that will be managed.
• Automate processes within the Return Department.
• Financial Reconciliation between Acer and Customer.
• Financial Reconciliation between 3rd parties and Acer.

Qualifications

• Bachelor degree or proven related experience desired.
• Minimum two years of experience as an RMA, logistics, and/or customer service returns professional preferred.
• Understanding and adherence to Support/Operations best practices is a must.
• Good written and verbal communication skills.
• Must work well in a fast-paced environment with dynamic requirements and priorities.
• Attention to detail and committed to managing problems through resolution.
• Being adept with MS Office tools such as Word, Excel and Outlook is necessary.
• Experience with ERP systems.
• Return or Warranty administration experience for a hardware vendor strongly preferred.

Acer is an EEO employer that considers applicants for all positions without regard to race, color, creed, religion, gender, age, national origin, marital status, status with regard to public assistance, disability, veteran status or preferred orientation.