RMA, Customer Returns Coordinator

Acer America Corporation is a fast-paced, high-growth, computer hardware company located in the heart of Silicon Valley. We are looking for a detail-oriented, motivated individual with a minimum of two years of RMA (Return Merchandise Authorization) experience who will take full ownership of this position.

• RMA Authorization processing:
  Enter data, analyze data, and identify trends in repair.
• Process, categorize, and answer customer emails and telephone calls, providing high quality service.
• Communicate Status and schedule to customers.
• Communicate Status and schedule with 3rd parties.
• Handle the day-to-day RMA Receiving activities.
• Meet and exceed internal and external Service Level Agreements.
• Maintain daily productivity / workflow reports.
• Work closely with internal departments such as fulfilment, logistics, and quality and product management as required.
• Ensure a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA Team's objectives.
• Create reporting on return by product and customer.
• Process product returns and Conduct product failure analysis.
• Maintain, review and update process documentation on a regular basis; creating new documents as required.
• Review current processes on a regular basis and implement new processes as required.
• Improve and document return flows for the accounts that will be managed.
• Automate processes within the Return Department.
• Financial Reconciliation between Acer and Customer.
• Financial Reconciliation between 3rd parties and Acer.

• Bachelor degree or proven related experience desired.
• Minimum two years of experience as a logistics/customer service professional preferred.
• Understanding and adherence to Support / Operations Best Practices is a must.
• Good written and verbal communication skills.
• Must work well in an fast-paced environment with dynamic requirements and priorities.
• Attention to detail and committed to managing problems through resolution.
• Being adept with MS Office tools such as Word, Excel and Outlook is necessary.
• Experience with ERP systems.
• Return or Warranty administration experience for a hardware vendor preferred.

Acer is an EEO employer that considers applicants for all positions without regard to race, color, creed, religion, gender, age, national origin, marital status, status with regard to public assistance, disability, veteran status or preferred orientation.