RMA Supervisor

Summary:
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 a detail-oriented individual.

Responsibilities:
RMA Coordination 
•    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
•    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.

Qualifications:
•    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.