RMA Specialist
HybridManila, Metro Manila, Philippines
Job Summary
Generate accurate RMAs and cases in Salesforce while liaising with operations on inventory and fulfillment. Update Salesforce records accurately, utilize technical resources for appropriate component selection, and provide expert hardware advice to GCC. Execute the entire reverse logistics cycle by working directly with end users to ensure timely equipment delivery. Ensure inbound RMAs and cases close properly, follow up with the end user as needed, and notify stakeholders of RMA status. Communicate failure trends to internal parties and suggest process improvements. Build GCC hardware expertise through knowledge assets and provide basic RMA training to new personnel.
Required Qualifications
- Minimum of at least two years' experience in customer service
- Good written and verbal English communication skills
- Must possess excellent attention to detail
- Outstanding organizational skills
- Strong interpersonal skills
- Curious
- Fast learner
Desired Qualifications
- Ideally with handling any hardware returns, replacements, or related fields
- Experience with and knowledge of Avid hardware is very desirable
- Passionate about our customers
- Strong commitment to provide the customer with a world-class support experience
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