RMA Coordinator

RMA Coordinator

We are seeking an RMA Coordinator member to ensure smooth and efficient handling of product returns, replacements, and repairs while maintaining high customer satisfaction and compliance with company policies. The ideal candidate will have strong organizational skills, the ability to collaborate cross-functionally, and a proactive approach to process improvement.

Key Responsibilities

• Coordinate replacement devices with customers by providing clear RMA instructions while assessing ticket details and customer needs.
• Work closely with SENA distributors and dealers globally, issuing credit memos as needed.
• Collaborate with internal teams, including Marketing, Sales, and Accounting, to support various operational tasks.
• Participate in team and support meetings for product updates, communication, new product releases, and team-building initiatives.
• Escalate product issues and customer concerns to management and the R&D team for resolution and continuous improvement.
• Manage customer warranty issues and resolutions using NetSuite.
• Provide technical support to customers by leveraging product knowledge, technical documentation, video resources, and user guides.
• Maintain a professional and courteous approach when handling customer inquiries via email and phone.
• Efficiently review and interpret ticket details to determine the most effective support solutions.
• Adapt to a fast-paced environment while ensuring accuracy and efficiency in all tasks.
• Perform additional duties as assigned to support business operations.

Qualifications

• Bachelor's degree in a computer-related field preferred but not required.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Strong organizational skills with the ability to meet deadlines.
• Self-motivated, detail-oriented, and able to work independently.
• Strong interpersonal and communication skills, with the ability to collaborate across teams and interact with diverse stakeholders.

Skills and Competencies

• Relevant experience in RMA coordination, customer support, or a similar role is a plus.
• Motorcycle experience a plus
• Strong problem-solving skills and adaptability in handling technical inquiries.
• Ability to multitask and prioritize work efficiently in a dynamic environment.
• A customer-centric approach with a positive and proactive attitude.

Company Overview:

SENA is a global leader in innovative communication systems, offering advanced connectivity solutions for adventure enthusiasts and professionals. SENA pushes the boundaries of technology with a range of productsfrom motorcycle helmets to communication systems for outdoor sports and industrial environments. Our products integrate cutting-edge technologies such as Bluetooth 5.0 and Mesh Intercom, ensuring superior user experiences in terms of safety and performance. Whether on the road, in the mountains, or at sea, SENA accompanies its users wherever adventure takes them.