Senior RMA Specialist
SunPower
Binan, Philippines
4d ago

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

Minimum 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

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