Deskripsi Pekerjaan
Are you a strategic leader with a deep understanding of supply chain operations and customer satisfaction? M-Link System (M) Sdn Bhd is looking for an experienced RMA Manager to take charge of our Return Merchandise Authorization (RMA) department. In this key leadership role, you will be responsible for the end-to-end management of our returns process, ensuring that products are handled efficiently, warranty claims are processed accurately, and customer complaints are resolved swiftly. You will lead a dedicated team, collaborate closely with technical support and sales departments, and drive process improvements to enhance operational efficiency and reduce warranty costs. This is an excellent opportunity for a detail-oriented professional to make a significant impact on our customer service standards.
Tanggung Jawab
- Oversee the complete RMA lifecycle, from initial request to final resolution and product disposition.
- Lead, train, and mentor a team of RMA coordinators to ensure high performance and customer service excellence.
- Analyze return data and trends to identify root causes of defects and implement corrective actions.
- Manage relationships with logistics partners and vendors to ensure timely and cost-effective product returns.
- Collaborate with engineering and product teams to address technical issues and improve product reliability.
- Ensure strict adherence to warranty policies, SLAs, and company compliance standards.
- Prepare and present monthly performance reports, including return rates, costs, and team KPIs.
Kualifikasi
- Bachelor’s degree in Business Administration, Supply Chain Management, or a related technical field.
- Minimum of 5 years of experience in RMA management, warranty administration, or customer service operations.
- Proven track record of leading teams and optimizing operational workflows.
- Strong analytical skills with the ability to interpret data and drive process improvements.
- Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders.
- Familiarity with ERP systems (e.g., SAP, Oracle) is highly desirable.
- Ability to work under pressure and meet tight deadlines in a fast-paced environment.