Job Description

Responsibilities

• Coordinate RMA Process: Oversee the entire RMA process, including issuing RMA numbers, authorizing customer returns, and managing return processing functions.
• Customer Communication: Act as the primary point of contact for customers regarding RMA status, providing timely updates and resolving any issues related to returns.
• Review and analyze customer RMA support requests.
• Validate the return of merchandise for repair or replacement.
• Provide customers with the authorization and documentation required to return product.
• Invoice and issue credits, as well as prepare related paperwork.
• Respond to internal and external customer inquiries by e-mail or phone.
• Audit and reconcile inventory discrepancies related to returned products, ensuring compliance with warranty agreements and company policies.
• Ensure replacement stock levels.
• Interact with Technical Support, Quality, Engineering, and other departments to resolve customer issues.
• Continuous Improvement: Identify recurring issues in the RMA process and collaborate with cross-functional teams to enhance operational efficiency and customer satisfaction.

Qualifications

• Post-Secondary degree or university diploma.
• 2+ years of experience in customer support or returns coordination, preferably in a technical or manufacturing environment.
• Strong written and verbal communication skills, proficiency in English, and functional in French.
• Detail-Oriented: Ability to manage multiple tasks efficiently in a fast-paced environment while maintaining attention to detail.
• Technical Proficiency: Familiarity with ERP systems and data management tools is required to track and process RMAs effectively. Good knowledge of Microsoft Office tools.
• Problem-Solving Skills: Ability to analyze issues, take initiative, demonstrate critical thinking and problem-solving aptitudes. Ability to implement solutions to improve the RMA process and customer experience.
• Work environment: Strong organizational skills, ability to function in a hybrid structure combining remote work and in office.