SUMMARY OF ROLE
The position will be responsible to book replacement and return orders, follow up with the dealers and collaborate with other teams for the North America transactions.
Will be responsible for other deliverables, size of team reporting to this open role, relationship with primary stakeholders, or other particularly attractive or informative information.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for customer communications on Return Material Authorization
Processes replacement orders and returns tags / labels
Tracks all RMA order status to / from Customer
Ensures accuracy of Sales Force fields related to RMA
Analyzes and report RMA quality metrics and statistics, maintains RMA SLAs
Resolves discrepancies by interfacing with Partner Support, Technical Support, Order Fulfillment, Logistics, Product Engineering, Quality, Supplier and Accounts Receivables as needed.
Provides accurate solutions to all customer’s needs (internal customers Partners, IPs) that is within the pre-defined policies and scope as required for RMA
Works closely and in cooperation with various groups within the Organization
In depth understanding of applicable policies on RMA
Responsible for end-to-end process of managing exceptions as per approved policy
Stays abreast on regional requirements, etc.
Performs other duties as assigned
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Bachelor's / College Degree, Business Studies / Administration / Management, Logistic / Transportation, Engineering or equivalent
At least 2 years of work experience in Reverse Logistics / Order Management / Inventory Management
Excellent written and verbal communications skills; Must be able to communicate effectively with stakeholders, vendors, sales, internal and external customers
Ability to solve problems and coordinate with team members
Highly adaptable in a very dynamic and changing environment.
Ability to process data and formulate plan of action to support data analysis
Demonstrated Customer Service skills
Ability to maintain detailed and accurate records
Ability to work collaboratively with staff across divisions
Ability to prioritize competing tasks and effectively communicate prioritization decisions
Excellent computer skills, including with MS Office Suite and use of web based applications, SFDC and Oracle background preferred
Flexibility and the ability to work independently
Ability to respond immediately and effectively to sensitive inquiries and complaints within RMA scope
Can handle significant amount of pressure
OTHER PERTINENT INFORMATION
Location : ROHQ
This is an FTE position
Candidate must be willing to work in Laguna Technopark, Binan Laguna
Candidate must be legally entitled to work and reside in the Philippines
Candidate must be willing to render overtime as business requires (weekends, US / PH holidays)
Candidate must be flexible to work on a night shift schedule supporting North America region