Coordinator, RMA

Position Overview

The Walkerton, Guelph and Aberfoyle RMA Coordinator is responsible for supporting and coordinating and ensure all Walkerton, Aberfoyle and Guelph RMAs are received, inspected, processed and have been dispositioned in a timely fashion. The role will be supporting all North American facilities with the implementation and maintenance of the standardized RMA Procedures. They will also be supporting RMA, Specialist with Customer facing RMA handling for North America.

Key Responsibilities

RMA Coordinator – Guelph, Walkerton and Aberfoyle:

• Coordinating all RMA inspections and processing for Guelph, Walkerton and Aberfoyle
• Review and verify RMA shipments, contents correct and match RMA paperwork.
• Initiate D365 processing and RMA portal entry.
• Inspect and test or coordinate inspection and testing depending on facility to determine disposition.
• Communicate disposition with RMA Specialist and coordinate next steps based on determination.
• Update D365 processing and RMA portal based on the various outcomes of the evaluation, managing and/or creating TOs, repair sales orders, RTC sales orders, scrap journals etc.
• Respond to all inquiries regarding RMAs, update logs.
  
  

RMA Specialist Support/Backup

• Able to backfill RMA Specialist for vacation and other reasons.
• Support the RMA Specialist on daily RMA handling for all North American HPS locations.
  
  

Manage RMA Process

• Assess Customer Request for RMA
• Issues return authorizations (RMA) or respond back to the customer with reasons why the RMA will not be provided and advise on alternate actions.
• Inputs customer RMA purchase orders, always ensuring accuracy.
• Effectively utilizes relevant software systems (ex. AX D365, in house EQV2), along with other tools provided.
• Provides quotations to the customer as prepared by the RMA Coordinator.
• Follows up with customers on RMA quotations and dispositioning of product at HPS.
• Review of sales submissions of repair PO to sales quote in EQV2; verify ship to address, freight terms, mode of delivery and required date of delivery and highlight any specific requirement being requested (eg: special type tests, requirement of customer approval of test reports or photos prior to shipping; specific notes required to be indicated on the sales order of tagging # or reference #;s, special delivery instructions for the carrier)
• Respond to customer inquiries regarding RG goods coordination.
  
  

Customer Support

• Handles all incoming customer inquiries via our call center and/or email in a professional and friendly manner.
• Manage RMA inquiries ranging from status, technical support, and quotations.
• Coordinates closely with other departments, regional managers, and third-party representatives to ensure customer satisfaction relating to RMAs.
  
  

Technical Support/ Training For RMA Staff

• Train RMA Coordinators and Inspectors as needed.
• Provide support for RMA Coordinators at North American facilities.
  
  

Production/QA Testing Walkerton (When Required)

• Apply necessary troubleshooting skills to ensure quick solutions to technical issues that arise during daily testing.
• Perform electrical testing at dry and final stages as a backup during absences and/or vacations of daily testers.
  
  

Other

• Communication and working relationships with both customers and internal staff
• Innovation; Modifies existing processes/products/services by correcting problems, resolving issues and updating existing work methods, systems and/or products.
• Cultural Attributes; Agile & responsive, Care about people, Customer focused, Do the right thing, Drives to succeed, Innovative, Humble, Celebrates success, Collaborative & Team orientated, Transparency and Have fun
  
  

Qualifications

• Highschool diploma
• College Diploma/ associate’s degree/ certification would be an asset
• 2-5 years od related experience
• Required Designations/Certificates/Licenses include, Basic to intermediate Electrical theory, Measuring Devices/Meters, Transformer and Hoist training, and Familiarity with D365
• Preferred Designations/Certificates/Licenses include, Interpersonal skills, and Computer skills - Microsoft Office
• Specialized Knowledge includes Root Cause Analysis, FMEA, and Critical Thinking