Return Merchandise Authorization

**Position Overview**
- Responsible for overseeing and managing the RMA (Return Merchandise Authorization) process within the organisation.
- Lead a team of RMA Technicians and ensure efficient RMA operations, accurate audit processing, effective buffer planning, excellent people management, on-site support, and comprehensive reporting.
- Maintaining customer satisfaction, optimizing operational efficiency, and contributing to the overall success of the company.

**Key Responsibilities /Accountabilities**:
**RMA Operation**
- Develop and implement standardized RMA procedures, ensuring adherence to company policies and regulatory requirements.
- Collaborate with cross-functional teams to establish efficient RMA workflows, from initiation to resolution.
- Investigate and resolve complex RMA issues, collaborating with relevant teams to provide timely resolutions.
- Monitor RMA metrics and performance indicators, identifying areas for improvement and implementing corrective actions.
- Continuously evaluate and optimize RMA processes to enhance customer experience and increase operational efficiency.

**RMA Audit Processing**
- Develop and implement standardized RMA audit procedures to ensure compliance with company policies and regulatory requirements.
- Review and evaluate RMA Audit to determine eligibility for returns, exchanges, or repairs.
- Continuously monitor and assess RMA processing metrics to identify areas for improvement and implement corrective actions.
- Responsible for conducting thorough audits of returned equipment within the specified timeframe, ensuring adherence to standard grading and documentation procedures. This include recording physical and technical findings, performing system testing, disassembling parts according to SOP, updating equipment condition and grade in the ERP system, ensure sufficient manpower for auditing activities and maintaining effective communication with relevant departments.

**RMA Buffer Planning**
- Forecast and plan RMA buffer stock levels based on historical data, customer demand patterns, and product roadmap.
- Collaborate with Procurement and Production teams to ensure optimal levels of RMA buffer stock are maintained at all times.
- Analyze and mitigate risks related to RMA buffer stock, such as excess or insufficient inventory levels, and propose strategies for improvement.
- To produce relevant weekly and monthly reporting and present these reports into review meetings.

**People Management**
- Lead and supervise a team of RMA Technicians, providing guidance, training, and coaching to ensure a high level of performance.
- Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
- Foster a collaborative and inclusive team environment, encouraging open communication and knowledge sharing among team members.
- Resolve conflicts, address performance issues, and recognize and reward team members' achievements.
- Manpower planning to ensure RMA processing and RMA Audit would be completed within SLA.

**On-Site Support (Ad-Hoc)**
- Coordinate and provide onsite support to customers for RMA-related matters, including product returns, repairs, and replacements.
- Collaborate with RMA or 3rdParty Onsite Support teams to ensure timely resolution of customer issues and minimize downtime.
- Conduct periodic visits to customer sites to assess RMA process effectiveness, gather feedback, and identify opportunities for improvement (if requested)

**Report**
- Generate comprehensive reports on RMA operations, including key metrics, trends, and analysis.
- Prepare regular reports on RMA processing efficiency, customer satisfaction, and RMA buffer management.
- Analyse data to identify patterns and root causes of RMA-related issues, providing actionable insights to management.
- Present reports to stakeholders, summarizing findings, making recommendations, and tracking progress towards operational goals

**Qualifications**
- Diploma in Information Technology / Computer Science

**Experience**
- Minimum of 2 years experience in sales or marketing role.
- Experience in RMA field tasks is a plus

**Other Requirements**
- Good to have excellent computer skills
- Good to have: ITIL V3 Basic or Comptia A+
- Required language: Bahasa Malaysia, English

**Job Types**: Full-time, Contract

**Salary**: RM2,100.00 - RM5,000.00 per month

**Benefits**:

- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift

Supplemental pay types:

- Attendance bonus
- Overtime pay
- Performance bonus

COVID-19 considerations:
All 85 employees are fully vaccinated. We have daily sanitizing activities in our office, provide face mask and hand sanitizers. We also provide covid-19 quarantine leave.