Job Description

Position:

RMA & After Sales Representative

As Arrow Global Components (AGC), a part of Arrow Electronics, we are a leader in distribution and value-added services related to electronic components. We resell, customize, and distribute electronic components to our clients all over the world. Our business is based on a trusted, long-lasting net of relationships with industry leaders, both on the supplier and customer sides.

As an RMA & After Sales Representative, you will be a crucial member of the EMEA RMA & After Sales Team, responsible for managing customer post-shipment and quality related claims and goods returns, ensuring customer satisfaction, and maintaining efficient after-sales support. This role involves coordinating with customers, suppliers, and internal teams to handle product returns, replacements, and repairs.

You will ensure RMAs (Return Material Authorizations) are processed efficiently and according to Arrow, Suppliers, and standard operating procedures. You will collaborate with various internal departments and the PDC (Primary Distribution Center) to handle the return, disposal, or further analysis of products. Additionally, you will take a leading role in resolving issues and addressing root causes effectively.

Key Responsibilities:

• RMA Management:
  • 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.
• After Sales Support:
  • 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.
• Collaboration:
  • Work closely with Sales, Asset, Suppliers, Warehouse, and Finance teams to resolve issues and eliminate root causes.

• Communication:
  • 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.
• Reporting and Analysis:
  • 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.

Qualifications:

• Strong organizational skills.
• Excellent communication and customer service skills.
• English proficiency – C1
• Local language would be an advantage
• Proficiency in MS Office.
• Ability to work effectively in a dynamic and fast-paced environment.
• Preferred minimum of 2 years of experience in RMA management, after-sales support, or a related role in the electronics industry.
• Ability to work independently and as part of a team.

Key Competencies:

• Customer Focus: Prioritizing customer satisfaction and providing excellent after-sales support.
• Organizational Skills: Managing multiple tasks and priorities efficiently.
• Communication: Effectively communicate with customers, suppliers, and internal stakeholders.
• Problem solving: Strong problem-solving and investigative abilities.
• Attention to Detail: Ensuring accuracy in documentation and tracking of returns.

This role is essential for ensuring customer satisfaction by efficiently managing and resolving product returns.

Submit your CV in English.

Arrow is an equal opportunity employer and is committed to create a diverse working environment by providing equal employment opportunity for all qualified persons.

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Location:

MA-Casablanca, Morocco (Boulevard Al Quods)

Time Type:

Full time

Job Category:

Business Support