Assistant RMA Service Manager

5 - 7 years experience  •  Hardware

Salary depends on experience
Posted on 09/21/17
5 - 7 years experience
Salary depends on experience
Posted on 09/21/17


The Assistant RMA Service Manager will work closely with all related departments to meet priority on customers’ requests for service fulfillments. This position will also be responsible for planning, coordinating, monitoring and reviewing daily operational processes and activities to ensure delivery of quality services and customer satisfaction.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):

  • Maintains a high degree of customer service support on queries and adhere to service management policies to resolve customer issues in timely manner
  • Assist to monitor closely on all service inquiries and procedures to ensure completion of all customers’ requirements
  • Verifies and investigates into customer’s complaints and drive for resolution within specific time frames
  • Assist to monitor service responses and turnaround time for commitment of service fulfillment in order to achieve the highest customer satisfaction level
  • Manages customer escalations on the highest priority and work with internal teams for solutions
  • Fully responsible for Customer Satisfaction and feedback for improvement
  • Consistently checking and following up with aging RMA and RTV cases for possible closures in timely manner
  • Constantly review and monitor inventory level to make sure the accuracy and good flow of materials
  • Assist to create, review and update department ISO documents, processes and work instructions to ensure compliance level are met
  • Accountable for maintaining accuracy in credit note requests and accounting related transactions for RMA warranty return cases from customers
  • Prepare and review RMA reports regarding department’s performance and productivity to ensure the quality of warranty service support and meeting department’s KPI
  • Plan and coordinate required trainings periodically for department employees with new updates and reminders
  • Assist to maintain an effective Service System within RMA Service Dept. regularly to ensure efficient processes and end of day results
  • Administer and perform all activities in line with company rules and procedures regarding service support to customers


  • Bachelor's degreerequired in Business, Engineering or other related fields
  • Minimum of 5 years managerial experience in customer service or RMA operations
  • Extremely strong customer service orientation, ethics and ability to be empathetic and accept ownership
  • Excellent in written, interpersonal communications and organization skills
  • Possess excellent analytical and problem solving skills
  • Experience with SAP applications a plus and proficient with MS Office applications with a strong emphasis on Excel and Outlook
  • Ability to Multi-task with minimum supervision and meet established goals
  • Independent person and also a strong team player
  • Experience in a fast-paced and challenging environments


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