What are the responsibilities and job description for the RMA Supervisor position at Digital Dynamics Inc?
Job Title:
RMA Supervisor – Semiconductor Industry
RMA Supervisor – Semiconductor Industry
Budget: $40-45 Hourly
Job Summary:
We are seeking an experienced and detail-oriented individual to serve as a RMA Supervisor. This position is responsible for managing the RMA process from initial request through resolution, ensuring the seamless flow of returns and exchanges, and supervising a small team of RMA personnel. The ideal candidate will possess strong organizational skills, technical knowledge of semiconductor products, and the ability to lead and coordinate cross-functional teams to meet company standards and customer satisfaction goals.
We are seeking an experienced and detail-oriented individual to serve as a RMA Supervisor. This position is responsible for managing the RMA process from initial request through resolution, ensuring the seamless flow of returns and exchanges, and supervising a small team of RMA personnel. The ideal candidate will possess strong organizational skills, technical knowledge of semiconductor products, and the ability to lead and coordinate cross-functional teams to meet company standards and customer satisfaction goals.
Key Responsibilities:
RMA Coordination (Operational Responsibilities)
- Process RMA Requests: Receive, review, and authorize return requests from customers, ensuring all necessary documentation is accurate and complete.
- Customer Communication: Serve as the main point of contact for customers regarding the status of their RMAs, providing regular updates and addressing any concerns.
- Data Entry and System Management: Enter RMA details into the company’s ERP or CRM system, ensuring that all records are up to date and accurate.
- Coordinate Repairs and Replacements: Work with the RMA technicians, quality and customer services teams to ensure returned items are repaired, replaced, or credited in a timely manner.
- Shipping & Logistics: Coordinate the return and shipment of semiconductor products to and from customers.
- Documentation: Prepare necessary shipping documentation, return authorizations, and repair work orders.
- Reporting: Maintain reports on return trends, repair statuses, and customer feedback, identifying areas for process improvement.
Supervisory Responsibilities
- Team Leadership: Supervise and mentor a small team of RMA Technicians & Material Handlers, providing training, and managing performance.
- Process Improvement: Work with management to develop and implement new processes or improve existing procedures related to RMAs to enhance efficiency and customer satisfaction.
- Cross-Department Collaboration: Liaise with quality assurance, production, and customer service departments to ensure that RMAs are handled in compliance with internal standards and customer agreements.
- Issue Resolution: Escalate critical or complex issues to senior management and work towards quick resolutions.
- KPI Management: Monitor key performance indicators (KPIs) related to RMA processing times, customer satisfaction, and quality standards, reporting performance to management.
- Compliance & Documentation: Ensure all team members comply with company policies and industry regulations, including any export compliance issues related to semiconductor products.
Requirements:
- Education: Bachelor’s degree in business administration, Engineering, or a related field; or equivalent work experience in RMA operations in the semiconductor industry preferred
- Experience: 3 years of experience in RMA processes, customer service, or logistics, with at least 1-2 years in a supervisory or leadership capacity.
- Technical Knowledge: Familiarity with semiconductor products, components, and manufacturing processes.
- Systems Expertise: Experience with ERP systems (e.g., SAP, Oracle) and CRM tools for tracking returns and managing customer communications.
- Leadership Skills: Proven ability to lead a team, manage performance, and develop processes.
- Analytical Skills: Ability to analyze data, generate reports, and implement process improvements.
- Customer Service Orientation: Strong communication and interpersonal skills to maintain customer satisfaction throughout the RMA process.
- Problem-Solving Ability: Capable of addressing complex return issues and resolving them in a timely, customer-focused manner.
- Attention to Detail: Strong organizational skills and ability to maintain accurate records.
Preferred Qualifications:
- Experience in the semiconductor industry, with knowledge of relevant compliance and safety standards.
- Certification in logistics, supply chain management, or quality control.
- Experience with root cause analysis or process improvement methodologies such as Six Sigma.
Work Environment:
- Works directly on production floor with the RMA team
- Collaboration with various departments
DDI is committed to diversity in its workforce, including Equal Employment Opportunity for Minorities, Females, Protected Veterans, and Individuals with Disabilities.
Salary : $40 - $45
