Job Description

Position Summary

Under limited supervision, this role is responsible for owning and resolving RMA (Return Material Authorization) discrepancies while delivering a high level of customer support. The position focuses on educating customers, researching order issues, and driving one-call resolution through effective use of internal tools and cross-functional collaboration. This individual will also support process improvement initiatives and apply project management best practices to optimize workflows, service levels, and spare parts inventory.

Key Responsibilities

• Serve as a primary point of contact for customers, resolving RMA discrepancies with a professional and solutions-oriented approach
• Provide timely, accurate responses to customer inquiries, leveraging available tools and resources to achieve one-call resolution
• Collaborate with internal stakeholders to ensure service level agreements (SLAs) are met or exceeded
• Lead and facilitate process improvement discussions, identifying gaps between current and future-state workflows
• Analyze operational processes and recommend enhancements to improve efficiency, quality, and performance
• Support management in evaluating risk, cost, and timeline associated with process reengineering initiatives
• Track and report on key RMA performance metrics, conducting root cause analysis to address SLA shortfalls
• Translate business objectives into functional requirements and assist in designing effective solutions
• Apply project management principles to manage scope, timelines, resources, and risks across initiatives
• Support inventory optimization strategies related to spare parts and returns

Qualifications

• Strong analytical and problem-solving skills, with the ability to evaluate and improve complex processes
• Excellent communication skills, with the ability to educate and influence both customers and internal teams
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Demonstrated commitment to quality, integrity, and continuous improvement

Education & Experience

• Bachelor’s degree preferred
• Minimum of 3 years of relevant experience in customer support, operations, or process improvement

Additional Information

This role may require performing duties across multiple facilities. Responsibilities may evolve based on business needs.