What are the responsibilities and job description for the Manager RMA position at ORBCOMM?

Job Description

Join Us as an RMA Manager!

Are you ready to make a significant impact in an innovative environment? At ORBCOMM, we’re on the hunt for a passionate RMA Manager who thrives in a fast-paced, agile setting. We want you to transform your ideas into action and drive our mission forward!

Why You’ll Love Working Here :

The RMA Manager will be responsible for on-site managing the end-to-end process of handling product returns, repairs, and replacements for customers. This includes ensuring that returns are processed efficiently, handling customer inquiries, collaborating with internal teams, and maintaining high levels of customer satisfaction. We are seeking a highly skilled and organized RMA Manager to lead and oversee the RMA department.

This is an onsite role, where you can engage in in-person collaboration at McAllen, TX site.

What You’ll Do :

Return Merchandise Authorization Process :

Manage and oversee the On-site RMA process.

Develop and implement RMA policies, procedures, and best practices.

Ensure that all returns, repairs, and replacements are handled in accordance with company guidelines.

Process and validate customer return requests, including tracking RMA numbers and documenting the reasons for returns.

Team Management :

Lead a team of RMA associates, ensuring efficient workflow and meeting departmental goals.

Provide training, guidance, and support to team members.

Customer Service and Communication :

Serve as a on-site point of contact for queries regarding RMA issues.

Resolve complex customer complaints and issues related to returns, repairs, and replacements.

Collaborate with customer service, sales, and other departments to ensure seamless customer experience.

Data and Reporting :

Utilizing ORBCOMM’s ERP system to maintain accurate records of all RMA transactions, including reasons for returns, defect rates, and return outcomes.

Analyze reports on return trends, identifying areas for improvement and proposing actionable solutions.

Regularly update management on local RMA performance metrics and customer feedback.

Work with the quality control and product teams to address product issues and reduce return rates.

Process Improvement :

Identify opportunities for process improvement and implement changes to enhance efficiency and customer satisfaction.

Stay current with industry trends and best practices related to product returns and warranties.

Who You Are :

You’re a strategic thinker with a knack for operational excellence, ready to tackle multiple priorities with agility and grace. If you have :

Bachelor’s degree in Business Administration, Supply Chain Management, Engineeringor a related field (or equivalent experience).

Minimum of 5 years of experience in returns management or customer service role, with at least 3 years in a supervisory or managerial capacity.

Strong understanding of RMA processes, supply chain management, and customer service standards.

Excellent leadership, team management, and interpersonal skills.

Strong problem-solving and decision-making abilities.

High attention to detail and organizational skills.

Proficient in Microsoft Office Suite and RMA management software (e.g., SAP, Oracle, etc.).

Occasional travel may be required for vendor or supplier meetings.

Preferred Qualifications :

Experience with warranty management and / or reverse logistics in an electronics manufacturing environment.

Knowledge of quality control processes and industry standards for returns.

Then we want to meet you!

About Us :

At ORBCOMM, we’re pioneers in IoT technology, that drives innovation and empowers our clients to make data-driven decisions. Our industry-leading solutions enable customers to boost productivity, streamline operations and increase their bottom line. With over 30 years of experience and the most comprehensive solution portfolio in the industry, we enable the management of millions of assets worldwide across diverse sectors including transportation, heavy industries, satellite, and maritime. Discover how ORBCOMM is transforming industries and unlocking the potential of data to drive meaningful change by visiting us at www.orbcomm.com!

Ready to Join Us?

We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things! If you’re seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you.

We are committed to building a diverse and inclusive workplace and appreciate all applicants for their interest in joining our team. Only candidates selected for an interview will be contacted.

At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.

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