Sr. RMA Customer Operations Manager

Job description

Job Description: The RMA Customer Experience Manager will work with the key customer account team leads to ensure customers have timely case updates. The position has to decide on fulfilment priority based on Service Level Agreements and track regional buffer stock. The manager needs to work with account leads to track the impact of open RMAs on customer datacenter capacity, so as to make allocation decisions. What you’ll be doing: · Customer Satisfaction: 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. · Case Management : Attend customers meeting, provide accurate and up-to-date information on case status, track of customer feedback and develop strategies to improve the overall customer experience. · Metrics and Improvement : 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. · Collaboration: Work closely with quality and manufacturing teams to effectively communicate RMA updates and s...