Senior RMA Customer Experience Manager

The Senior RMA Customer Experience Manager will work with key customer account team leads to ensure customers have timely case updates. The position involves deciding on fulfilment priority based on Service Level Agreements and tracking regional buffer stock.

Responsibilities:

• Manage RMA cases and lead all aspects of replacement part fulfillment to clear the open RMA backlog per Service Level Agreements.
• Work with account teams to prioritize backlog in case of supply constraints.
• Attend customer meetings, provide accurate and up-to-date information on case status, track customer feedback, and develop strategies to improve the overall customer experience.
• Generate case management metrics and analyze data to identify process improvement opportunities.
• Publish weekly status updates on open RMAs – supply commits, ready for pickup, shortage alerts.
• Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams.
• Track key customer installations uptime and work with planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.
• Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog.
• Optimize resource allocation for timely resolution.
• Serve as a trainer and support for other case managers on program, process, customer interface, and working internally as new programs develop.

Requirements:

• Bachelor's degree in a relevant field such as Quality Assurance, Business Administration, Engineering, Supply Chain Management, or related fields.
• 12+ years of relevant experience.
• Strong analytical and problem-solving skills.
• High proficiency in providing clear and concise graphs, metrics, and data visualizations.
• Customer-centric approach with a focus on delivering outstanding service.
• Excellent presentation skills.
• Proficiency in presenting data-driven insights to diverse audiences.
• Excellent communication skills, both written and verbal.
• Knowledge of supply chain dynamics, inventory management, and case management applications is advantageous.

Benefits:

• Equity
• Benefits