RMA Operations Coordinator

Job Description Summary

The Return Material Authorization (RMA) Operations Coordinator is responsible for coordinating the execution of customer product returns to factory and perform tasks associated with customer repair and customer support. The RMA Operations Coordinator role is full time on site.

Job Description

Essential Responsibilities:

• Process customer RMA requests utilizing all necessary workflows and system tools to generate & manage in ERP system including initiating advance replacement order request.
• Coordinate with various internal and external GE teams to manage return and disputes of customer RMAs in a timely manner.
• Own all aspects of CRM (LSN) request management.
• Manage customer material disposal process.
• Perform removal of items/parts serial numbers in ERP install base after repair investigation when required.
• Submit requisition for parts, tools, equipment maintenance and third-party vendors.
• Management of special customer care program.
• Process various concession workflows.
• Review & process payments for RMA service charges, including return for credit, credit & rebill processes.
• Investigate RMA invoice disputes or errors, action accordingly.
• Coordinate with Service & Repair Technicians and across functions to ensure availability of material for repairs in a timely manner, including maintenance of min/max material levels.
• Maintain organization of service inventories including driving yearly physical inventory activity to ensure integrity and minimal variance.
• Control ship authorization of ERP obsolete items as required.
• Perform inspection and receipt process on incoming customer repair material.
• Coordinate with third party logistics (ie. freight forwarder, customs broker) as required.
• Any other tasks associated with customer repairs and customer support.

• Completion of college diploma or university degree
• Minimum 2 years of progressive experience in manufacturing, technical or customer support environment

• Previous experience with CRM tool (Salesforce)
• Excellent verbal and written communications skills
• Able to work in a dynamic and fast changing environment
• Strong problem-solving ability
• Previous SAP experience
• Strong computer skills ie. MS Office.
• Ability to work effectively on a team and lead by positive example
• Strong sense of urgency