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.

Job Type: Full-time

Pay: $40.00 - $50.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Experience:

• RMA processes: 3 years (Preferred)
• Supervisory: 1 year (Preferred)

Work Location: In person

Salary : $40 - $50