Senior RMA & Customer Care Coordinator

Supermicro; San Jose (CA); On-site; USD 39,000 - 45,000; Full time

Job summary

Supermicro in San Jose, CA is seeking a Customer Service Coordinator to process RMAs, verify warranties, and ensure high-level service. You will work with internal teams to resolve issues and meet tight schedules.

The role requires 5+ years in customer service, strong communication, and proficiency with MS Office, especially Excel and Outlook. In-office attendance is required during standard hours; compensation includes benefits and potential bonus/equity programs.

Qualifications

• Minimum of 5 year of experience in Customer Service or related fields preferred.
• Excellent in written, interpersonal communications and organization skills.
• Strong customer service, ethics and ability to be empathetic and accept ownership.
• Detail oriented with excellent time management.
• Ability to Multi-task with minimum supervision and meet established deadlines.
• Independent person who also is a strong team player.
• Experience in a fast-paced environment.
• Proficient with MS Office applications with a strong emphasis on Excel and Outlook.
• Prior experiences handling small parts component is a plus.
• Assocaite degree is preferred.

Responsibilities

• Process product returns and conduct product failure analysis.
• Ensure a high level of customer service is delivered to all customers.
• Handle the day-to-day RMA Receiving activities.
• Answers telephone calls promptly and responds to customer’s requests, inquiries and complaints in a respectful caring manner.
• Warranty verification for customers to meet RMA service requirements.
• Verifies and investigates into customer’s complaints and drive for resolution in a timely manner for improvement.
• Manages customer escalations on the highest priority and work with internal teams for solutions.
• Responsible for setting realistic customer expectations, and meeting or exceeding these expectations.
• Follow up on RMA backlogs and outstanding to meet schedule commitment to customers.
• Parts fulfillment and support, repair charges processing and order confirmation.
• Work closely with internal departments as required.

Skills

Customer service

Time management

Multi-tasking

Communication

Education

Associate degree

Tools

MS Office

Job description

Supermicro in San Jose, CA is seeking a Customer Service Coordinator to process RMAs, verify warranties, and ensure high-level service. You will work with internal teams to resolve issues and meet tight schedules.

The role requires 5+ years in customer service, strong communication, and proficiency with MS Office, especially Excel and Outlook. In-office attendance is required during standard hours; compensation includes benefits and potential bonus/equity programs.