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As an RMA Manager, you will oversee the return and exchange process for our clients products while leading a team of RMA Specialists. Your primary focus will be ensuring operational excellence in handling returns, achieving customer satisfaction goals, and maintaining product quality standards. This role requires training and mentoring your team, collaborating with cross-functional departments, and delivering actionable insights through metrics reporting to upper management. You will play a key role in driving continuous improvement and ensuring seamless return operations.

 

What You Will Do:

 

  • Lead the return and exchange process for products, managing a team of RMA Specialists to deliver operational excellence and meet quality standards.
  • Oversee the end-to-end RMA process, ensuring all return logistics align with company policies and customer satisfaction goals.
  • Review and approve customer return authorization requests, prioritizing and assigning tasks to the RMA team.
  • Conduct Level 1 repairs, including diagnostics, software reloads, battery replacements, and triage of POS terminals to resolve customer issues promptly.
  • Collaborate with customer service, logistics, and quality control teams to streamline the processing of returns and exchanges.
  • Train, mentor, and guide RMA team members on processes, payment handling, and customer service best practices, ensuring expertise in RMA procedures and payment hardware products.
  • Resolve escalated issues and support team performance improvement.
  • Conduct regular performance evaluations, providing constructive feedback and coaching to enhance team efficiency and effectiveness.
  • Track and evaluate team performance to ensure achievement of RMA metrics, operational targets, and customer satisfaction goals.
  • Analyze and report return trends, identifying opportunities for operational improvements and efficiencies.
  • Communicate with customers regarding return status updates, maintaining a high standard of customer service.
  • Keep detailed records of RMA activities, including repair timelines, inventory control, and process improvements.
  • Oversee inventory related to the RMA process and coordinate with the warehouse team as needed.
  • Report on RMA ticket status, repair timelines, and identified process improvements to upper management.

 

What You Bring:

 

  • Proven experience managing a team of RMA specialists with a focus on effective leadership and continuous improvement.
  • Expertise in Level 1 repairs, including diagnostics and triage of electronic devices, particularly POS terminals.
  • Strong attention to detail, organizational, and time-management skills, with the ability to prioritize and manage incoming RMAs effectively.
  • Background in customer service, technical support, or logistics, with excellent interpersonal and communication skills for managing customer interactions and team dynamics.
  • Ability to collaborate effectively with cross-functional teams to resolve technical and logistical challenges.
  • Advanced computer literacy, including experience with RMA software and inventory management systems.
  • Problem-solving mindset with a proactive approach to process improvement and operational enhancements.
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