Job Description

Job description

Focus industries is seeking a RGA/RMA Coordinator

This position requires RGA/RMA chargeback experience, worked in a manufacturing environment.

Must be detail-oriented and have excellent time management skills. Manage all activities related to the life cycle of merchandise return, warranty claim or other customer related “satisfaction” events in a timely manner while preserving and enhancing a positive image and, managing cost.

Essential Job Function:

• Responsible for promising return merchandise, including issuing RMA, inspection, sorting, receiving, and customer follow-up.
• Manage the reconciliation process of RMA’s, merchandise inspection and freight claims.
• Decrease lost revenue on returns and shipping damage.
• Understand the terms and conditions of exchanges, refunds restocking fees and cancelations.
• Communicate in clear and concise written form with customers regarding warranty issues.
• Create reports for warranty items by product type, item number, item collection, type of defect and return rate.
• Review weekly RMA report, follow-up on opens claims, cross-ship and expired RMA’s.
• Communicates with Product Development and Production staff to ensure trending warranty issues are recognized.
• Work closely with warehouse staff to ensure Warranty and Parts are properly inventories.
• Document, track, and report ongoing freight issues to Warehouse shipping manager.
• Interface with internal departments and senior management to obtain information about customers, products, allowable discounts, and credits.
• Ensure that a paper trail is established on all claims, that through file are maintained, and all stakeholders are kept informed of relevant warranty matters.
• Work with Regional Sales Managers and reps to identify potential product Issue encountered in the field for rapid resolution of the product issues.
• Work with customers on trouble shooting alternative issues creating product failure.
• Issue Will Call Tags as requested and company error.
• Other duties and tasks assigned by management.

Skills/Qualifications:

• Strong knowledge of intuitive software.
• 3 years Manufacturing Industry Experience. (Preferably in lighting)
• Ability to work independently, prioritize and problem solve in a fast pace environment and to provide superior customer service to both external and internal customers and staff.
• Ability to multi-task and prioritize work.
• Strong project management skills.
• Excellent communication skills in both verbal and written.
• Works well within a team and independently.
• Must possess enthusiasm for helping on all aspects of marketing
• Strong attention to detail and accuracy.
• Professional written and verbal communication skills
• Understanding of time sensitivity

Education and Certifications

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and /or move up to 25 pounds

Special vision requirements are color vision and peripheral vision

Ability to give and receive information through speaking and listening.

Frequently required to sit, stand, walk, talk, hear, bend, and reach.