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The Returns Administrator acts as the central liaison for customers, field personnel, and internal teams including Marketing, Pricing, Engineering, and Manufacturing within an assigned territory. In a company renowned for delivering world-class customer service, this role is responsible for ensuring the returns process is managed accurately, efficiently, and in full support of both internal and external customer needs.
Job Responsibility:
Manage the full end-to-end returns (RMA) process, including initial validation, RMA creation in the ERP system, approval coordination, and post RMA activities
Meet daily productivity and workflow expectations set by the manager
Generate, maintain, and analyze RMA reports using SAP and Power BI
Coordinate and process carrier claims
Deliver monthly, quarterly, and annual RMA reports and statistics to upper management
Provide exceptional service to internal and external customers in alignment with departmental objectives
Collaborate with cross-functional teams including Sales, Operations, Accounting, Customer Service, Technical Support, and Logistics
Accurately interpret and communicate information from the ERP system
Manage multiple shared mailboxes and resolve a high volume of customer inquiries
Regularly evaluate current processes and implement improvements as needed
Support overflow call volume as required, including multimedia, web chat, and email communications
Requirements:
1–3 years of customer service or related experience