RMA Program Manager

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.

Job Type: Full-time

Pay: $40.00 - $55.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities
• Employee stock ownership plan

Schedule:

• Monday to Friday

Experience:

• RMA Operations: 1 year (Preferred)

Work Location: In person

Salary : $40 - $55