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Team Lead, Returned Merchandise Authorizations

Company: Panduit
Location: San Jose
Posted on: April 18, 2019

Job Description:

Are you an organized, energetic, customer-oriented Returned Merchandise Authorizations Specialist who is ready to step up to a Team Lead role? If working with an industry leader in the commercial and residential audiovisual marketplace appeals to you, Atlona is currently looking for an RMA Team Lead to provide superior customer interaction, improve our processes, and influence the team to continue improving its already strong customer service skills. If this sounds like a great next step for your career, read on for more details.

Reporting to the Customer Support Manager, as the RMA Team Lead, working together with your RMA colleagues, you will spearhead Atlona's exceptional, award-winning product warranty programs by handling challenges such as defective parts, exchanges, late or lost deliveries, invoicing errors, repairs, missing items, parts damaged during transit, address changes, credits, and problems with customs.

What You'll Do:

  • Track all elements of the RMA process and communicate information effectively to all parties, managing the process via our ticketing system
  • Work cross-functionally with the RMA Team, Customer Service, Procurement, Operations, Finance and Sales to resolve return discrepancies
  • Work across all departments as needed, including Engineering, Manufacturing, Purchasing, Quality, Service and Sales, to initiate and implement improvements to our processes and procedures
  • Demonstrate strong understanding of Standard Operating Procedures (SOPs), Department Operating Procedures (DOPs) and work instructions
  • Identify opportunities and obstacles, take appropriate necessary action to address them, and encourage the RMA team to do the same

    What You'll Bring:

    • Leadership and the ability to influence others to improve, without direct authority
    • Composure; the ability to perform effectively under stressful situations
    • The ability to embrace change, manage ambiguity, and modify behavior when appropriate to achieve organizational objectives
    • Experience with ERP systems and ticketing systems (i.e., you've used NetSuite, Zendesk, or similar systems)
    • Proficiency with the Microsoft Office Suite
    • Three or more years of experience in a similar RMA position
    • Prior team leadership experience is highly desirable
    • High school diploma or equivalent and relevant experience

      If this sounds like a great match for your experience and your already successful RMA career, please apply online today for our thoughtful consideration.

      Founded in 2003, Atlona has been designing and engineering award-winning products for a diverse range of residential AV and commercial AV/IT markets, including education, business, government, entertainment and healthcare. The company attracts progressive, agile and entrepreneurial leaders that have strong business acumen combined with a customer centric orientation. Atlona offers a fast paced, and creative environment where employees around the world can grow and evolve to keep up with the speed of technological advancements continually reshaping the industry. Committed to changing the world, Atlona offers its employees a culture where they can pursue their professional and personal interests and love what they do. Atlona is seeking trailblazers and out of the box thinkers. Our employees are shaping the world of tomorrow, and driving innovation. We invite you to explore the job opportunities available at Atlona.

Keywords: Panduit, San Jose , Team Lead, Returned Merchandise Authorizations, Other , San Jose, California

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