RMA Manager

If you have used a card or phone to purchase at a store or vending machine, you may have interacted with a Castles Technology card reader. Our Company has provided innovative, secure payment acceptance solutions in over 50 countries over the past thirty years. 

Castles Technology International is a North American regional sales and operations subsidiary based in Kennesaw, GA. We focus on growing our clients’ businesses in the United States, Canada, and Mexico. 

To deliver innovation and build trust with our clients, we must continually provide the oversight and leadership needed to keep our promises and inspire confidence. 

As an RMA Manager, you will lead the return and exchange process for our products, managing a team of RMA Specialists. Your role involves ensuring operational excellence in handling returns, meeting customer satisfaction goals, and maintaining product quality standards. By training and mentoring the team on processes, payment handling, and customer service best practices, you will drive continuous improvement. Additionally, you will work closely with cross-functional departments and report on key metrics to upper management.

Duties and Responsibilities:

• Oversee RMA Operations: Manage the end-to-end RMA process to ensure all return logistics are handled efficiently, following company policies and standards.
• Return Authorization: Review and approve customer return authorization requests; prioritize and assign tasks to the RMA team.
• Conduct Level 1 Repairs: Perform diagnostics, software re-loads, battery replacements, and triage of POS terminals, ensuring customer issues are resolved promptly and accurately.
• Cross-Department Collaboration: Work closely with customer service, logistics, and quality control to streamline the processing of returns and exchanges.
• Team Training and Mentorship: Provide guidance, training, and mentorship to RMA team members on processes, payment handling, and customer service best practices. Ensure team members are knowledgeable about payment hardware products and RMA procedures. Resolve escalated issues and support team performance improvement.
• Performance Evaluations: Conduct regular performance evaluations, providing feedback and coaching to enhance team skills, efficiency, and effectiveness.
• Performance Monitoring: Track and evaluate team performance to ensure RMA metrics, operational targets, and customer satisfaction goals are consistently achieved.
• Data Analysis and Reporting: Generate, analyze, and report on return trends, identifying opportunities for operational improvements and process efficiencies.
• Customer Communication: Maintain clear and timely communication with customers regarding return status updates.
• Record-Keeping: Keep detailed records of all RMA activities, including repair timelines, inventory control, and process improvements.
• Inventory Management: Oversee inventory related to the RMA process, collaborating with the warehouse team as necessary.
• Management Reporting: Regularly report on RMA ticket status, repair timelines, and identified process improvements to upper management.

Qualities and Requirements:

• Proven experience in managing a team of RMA specialists, with a focus on effective team leadership and continuous improvement.
• Proficiency in Level 1 repairs, including diagnostics and triage of electronic devices, especially POS terminals.
• Strong attention to detail, organizational, and time-management skills, with the ability to manage and prioritize incoming RMAs to meet operational goals.
• Background in customer service, technical support, or logistics, with excellent interpersonal and communication skills for managing both customer interactions and team dynamics.
• Ability to work effectively with cross-functional teams to resolve technical and logistical challenges.
• Advanced computer literacy, including experience with RMA software and inventory management systems.
• Problem-solving mindset with a proactive approach to improving processes and achieving continuous operational enhancements.

Why Work at Castles: 

• Benefits: The company pays the full premium cost for employee medical, dental and vision premiums. 

• Training and Development internally and externally provided for continual employee development. 

• Opportunity to learn the exciting, high-growth Fintech industry. 

• 401(k) Plan with company match 

• Work life balance: Castles offers 15 days of PTO and 11 paid holidays annually. 

Additional Information 

• Work Hours: This position is a full-time role working a forty-hour week. 

• Travel Requirements: This position will require no travel. 

• Location: Physical office 

• Mental/Physical Requirements: The work will require the incumbent to sit and stand at a desk, communicate in person and by video conference, and frequently operate standard office equipment, such as telephones and computers. 

Castles Technology International is an EEO Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Castles Technology International will also consider employing qualified applicants with criminal histories consistent with EEOC guidelines and local law. 

Salary : $75,000