RMA Specialist
Genetec, France

General Mission:

As an RMA (Return Merchandise Authorization) Specialist, you will be part of a dynamic and collaborative Technical Support team in achieving their goals. Our team is committed to providing an optimal customer service experience by processing requests in an accurate and timely manner.

The RMA Specialist manages the processing of repair, replacement, and preventive maintenance requests from Genetec partners and customers across the Genetec product portfolio. They ensure that all such requests are handled properly from start to finish generating the best possible customer experience.

Roles and Responsibilities:

The role will include, but is not limited to, the following duties:

Operational Efficiency

• Manage daily Return Merchandise Authorizations (RMA) requests received via email or any other communication channel with our customers, partners, or manufacturers.
• Track and resolve issues related to the RMA process.
• Establish and maintain excellent relationships with customer, sales, sales force, and logistics departments.
• Resolve issues of loss, damage, oversight with suppliers and manufacturers.
• Collaborate with manufacturers and suppliers to obtain RMA's.
• Manage all requests to control the backlog.
• Define priorities and manage several subjects in parallel

Customer experience

• Manage requests from start to finish to maximize the customer experience.
• Inform customers and add any forgotten information to their RMA requests
• Report customer suggestions and quality feedback
• Work with customers on issues related to advanced replacements and product returns

Process Improvement

• Propose and implement process and procedure improvements; create new documentation as requested
• Work with multiple departments to complete procedures and resolve issues.
• Participate in meetings and projects related to RMA topics and propose and advise on areas of improvement on RMA processes
• Focus efforts on overall RMA process excellence
• Complete special projects when assigned

Requirements

Required Skills

• Good interpersonal skills and customer focus.
• Excellent writing and communication skills in English and French.
• Analytical skills.
• Ability to evaluate and prioritize requests.
• Ability to synthesize and provide clear and concise information and share it.
• Initiative and autonomy.
• Adaptability and flexibility.
• Organization of work within the time constraints of projects.
• Complex problem-solving skills.
• Training and transmission of knowledge.
• Monitoring, analysis, and document management.
• Positive attitude.
• Have patience.
• Know how to keep calm despite a customer's dissatisfaction.
• Showing empathy.

Knowledge

• Experience in using Microsoft Office (Word, Excel, and Outlook), Microsoft Dynamics, Jira
• Work organization and priority management methodologies
• Elocution techniques, oral and written presentations to present one's arguments in a clear, logical, and well-founded manner
• Knowledge of the different phases of logistics or supply chain is a plus

Job Rewards and Benefits