RMA & After Sales Representative

• Process and manage RMA requests from customers in a timely manner
• Coordinate with internal and external stakeholders, and suppliers for product returns and replacements
• Ensure accurate documentation and tracking of returned products
• Follow through to confirm returned products are restocked, scrapped, or returned to the Supplier in compliance with company guidelines
• Provide support and troubleshooting assistance to customers
• Maintain control of the open backlog of service requests and RMAs from entry through billing
• From ongoing reviews of open SRs/RMAs determine if the vendors have shipped and/or billed the return order
• Investigate and support root cause analysis for shipment and quality related claims, to provide more complex problem solving
• Follow up with vendor returns team to expedite returned products and supply data to supplier quality for failure analysis
• Work closely with Sales, Asset, Suppliers, Warehouse, and Finance teams to resolve issues and eliminate root causes
• Maintain clear and effective communication with all relevant internal and external stakeholders
• Maintain regular communication with customers regarding the status of their returns and repairs
• Provide timely updates and resolutions to customer issues
• Monitor KPIs on RMA and after-sales activities
• Analyze data to identify trends and areas for improvement
• Report on RMA issuance and supplier returns metrics to track performance and identify areas for improvement

• Strong organizational skills
• Excellent communication and customer service skills
• English proficiency – C1
• Local language would be an advantage
• Preferred minimum 1-2 years of experience of Customer Service, Claims (RMA) Managements, after-sales support or a related role in the electronics industry
• Ability to work independently and as part of a team
• Proficiency in MS Office

Local language would be an advantage