Customer Service RMA Specialist

5 days ago

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Fire Safety • Security • Building Automation • Heating • Air Conditioning

10,000+

Description

• The Customer Service RMA (Return Merchandise Authorization) Specialist manages the RMA process, ensuring customer satisfaction through efficient handling of returns, exchanges, and refunds. • This role involves coordinating with multiple departments to resolve issues, assisting customers with RMA procedures, and providing information regarding product issues, warranties, and returns policies. • The ideal candidate has strong communication skills, attention to detail, and a customer-focused attitude. • Key Responsibilities: • RMA Management: Process, monitor, and manage all customer return requests (RMAs) according to company policies and procedures. • Customer Communication: Respond to customer inquiries via phone, email, and live chat about RMA requests, providing accurate information about return processes and policies. • Record Maintenance: Document and update customer RMA cases in the CRM system, ensuring accuracy and timely resolution of each case. • Problem Resolution: Collaborate with internal departments (shipping, quality control, finance) to address and resolve RMA issues efficiently. • Process Improvement: Identify trends in returns or complaints and work with the team to improve service processes, customer communication, and product quality. • Policy Adherence: Ensure compliance with company return policies and warranty guidelines. • Reporting: Generate regular reports on RMA metrics, including volume, response time, resolution rates, and customer feedback.

Requirements

• High school diploma or GED. • 1+ years of experience in customer service. • RMA processing experience. • Strong communication skills, both verbal and written. • Proficiency in CRM systems (Salesforce, Zendesk, or similar). • Ability to multitask and manage time effectively. • Detail-oriented with strong organizational skills. • Problem-solving skills and a proactive attitude. • Knowledge of inventory management systems is a plus. • Prioritizes customer needs and ensures customer satisfaction. • Takes ownership of RMA cases and sees them through to resolution. • Able to work effectively in a fast-paced environment. • Works well with others to ensure customer issues are resolved promptly.