What are the responsibilities and job description for the RMA Specialist position at Sonance?
Description
We are seeking a highly organized and customer-focused RMA Specialist to oversee the processing of Return Merchandise Authorizations (RMA), ensuring timely and accurate replacements and credits. In this role, you will utilize Zendesk to address customer inquiries within 24 hours, collect necessary details to determine the best resolution using the RMA decision tree, and ensure ticket closure within 48 hours.
Additionally, you will be responsible for processing orders in PeopleSoft, managing emails in the RMA inbox, and contributing to a secure and efficient work environment by assisting with building security. Your attention to detail and commitment to customer satisfaction will be key in maintaining a smooth and effective RMA process.
Key Responsibilities
RMA Processing & Customer Support:
- Manage Zendesk tickets, ensuring customer responses within 24 hours and case resolutions within 48 hours of assignment.
- Collect and verify necessary information to make RMA decisions following the company’s RMA decision tree.
- Process RMA and replacement orders in PeopleSoft as needed.
- Monitor and complete tasks related to emails in the RMA inbox.
- Create credits and rebills based on email requests.
- Handle weekly discrepancy processing from James Loudspeaker and Sonance.
- Provide backup support for Account Set Up when needed.
- Enhance the RMA process by improving service level agreements and implementing results-oriented reporting.
Building Security & Reception Assistance:
- Maintain building security for 10 hours per week during specified times: 7:00 - 8:00 AM and 1:00 - 2:00 PM (or during reception lunch breaks).
- Unlock the front door for deliveries and greet visitors at the reception desk, ensuring they are assisted within 5 minutes of arrival.
- Develop a security coverage plan for an 8-hour shift when reception is unavailable.
Requirements
Technical Skills & Experience:
- Proficiency in Zendesk and PeopleSoft (or similar CRM/ERP systems).
- Strong problem-solving skills, with the ability to follow structured decision trees.
Personal Qualities:
- Excellent communication skills, ensuring professional and timely customer interactions.
- Strong attention to detail and organizational skills.
- Ability to multitask effectively while maintaining a customer-first mindset.
What Success Looks Like:
- Efficiently processed RMAs, reducing resolution times and enhancing customer satisfaction.
- Improved security and reception coverage, ensuring a safe and professional workplace.
- Optimized customer service processes, driving operational improvements and measurable impact.
