Duties and Accountabilities
problems by clarifying the customer's complaint; determining the cause of the
problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution.
2. Download from
portal all RMA’s received from customers, print complementary PO’s and SOF’s.
Give to Returns Manager to approve, request more information or decline.
Maintain database up-to-dated with all information related.
customer to inform them of RMA label, declined RMA and reason whyand / or
request more information.
4. Process all
RMA’s approved by manager. Enters orders for alterations and remakes (RMF’s)
and / or Credits.
5. Perform cross-checking
on all RMF’s, diligently and carefully, before submitting to Sat Team.
6. Keep log
updated. Submit RMF’s to SAT Team. Fix rejected RMF’s and re-submit to SAT
7. File all RMA’s
paperwork in cabinet. Keep records of all pending RMA’s, cancelled orders and
any documentation related.
directly with customers to obtain missing information on open RMAs and items
pending to process the orders and / or close the cases in the system.
9. Work closely
with Floor Returns Staff to analyze special cases to request information or
to complete processes. Strongly recommended to go the floor to ensure proper
analysis. Ask Returns Manager or Floor Supervisor for missing information /
items, questions or directions. Work in the floor as needed.
10. Works closely
with the logistics team to verify all proper call tags are being issued for
items being returned to the factory and follow up until task completed.
11. Works closely
with Receiving Department to update / modify RMA’s according with items delivery
/ received daily. Keep log updated with RMA’s processed from Receiving
attends to details and pursues quality in accomplishing tasks.
for working according to the company’s safety, attendance policy and quality
14. Maintains a
safe and clean work area.
15. Performs other
related duties as required and assigned.