Leads telecommunications returns merchandise authorization operations, overseeing the full return lifecycle, complex escalations, reverse logistics, equipment inspection and disposition, performance tracking, documentation, and continuous improvement. Partners with technical support, supply chain, logistics providers, and customers while training and mentoring support staff and reporting operational trends to senior management.
RMA Assistance Manager
Job Role
We are recruiting an experienced leader to oversee our Returns Merchandise Authorization (RMA) support functions within the telecommunications sector. This critical position focuses on optimizing reverse logistics, ensuring the efficient management of product returns, and sustaining superior customer satisfaction standards. The ideal candidate will manage the complete RMA lifecycle, serving as a vital liaison between technical support units, logistics providers, and clients to address intricate service challenges while upholding the organization's dedication to quality and reliability.
Responsibilities
- Direct and coordinate the daily execution of RMA requests, ensuring all returns are processed in strict compliance with telecommunications industry protocols and company policies.
- Act as the primary escalation point for complex return cases, analyzing causes and implementing corrective measures to prevent future incidents.
- Partner closely with supply chain and logistics departments to expedite the receipt, inspection, and disposition of returned equipment.
- Track key performance indicators regarding return processing times, resolution rates, and inventory accuracy to foster continuous operational enhancements.
- Maintain precise documentation and reporting on all RMA activities, delivering regular insights to senior management concerning trends and operational bottlenecks.
- Train and mentor support personnel on appropriate RMA procedures, safety standards, and customer service best practices tailored to the telecommunications environment.
Requirements
Requirements:
- Possess a minimum of five years of professional experience in a management or supervisory role within the telecommunications industry or a related field.
- Demonstrate a proven history of managing complex return logistics, warranty claims, or customer service operations.
- Exhibit an in-depth understanding of telecommunications hardware, software, and the specific regulatory or technical standards governing device returns.
- Display strong analytical capabilities with the ability to interpret data and convert findings into actionable operational strategies.
- Possess exceptional leadership skills, including experience in team building, performance management, and conflict resolution.
- Demonstrate excellent verbal and written communication skills, capable of interacting effectively with technical teams, vendors, and high-level stakeholders.
Station Satcom Mumbai, Maharashtra, IND Office
Mumbai, India
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What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
