The RMA Service Coordinator will be a key part of the Service Operations team working with a cross-functional team including Enterprise Support Services, Service Product management, Networking Business Unit, and our logistics partners to ensure world class execution to our service level agreements with customers. The service coordinator will drive process improvements, track 4PL partner performance, maintain execution metrics and act as an escalation point to ensure on-time delivery performance for our customers worldwide.
What you’ll be doing:
Lead all aspects of performance and execution of the Forward Stocking Locations logistics partners and 4PL support operations to dispatch customer orders. This position covers EMEA time zone support.
Escalation point of contact for import/export issues to resolve with our Global Trade Compliance team and EOR/IOR partners.
Hold weekly meetings with logistics/4PL partners to track operational performance.
Ensure customer service parts replacements are shipped to meet specified service level agreement (SLA).
Investigate service misses, issue corrective action, and track resolution of root causes for SLA misses with our logistics suppliers.
Ensure customer RMA returns are routed and processed accurately and in a timely manner
Work the logistics, warehousing, repair operations and 4PL partners to continuously improve processes.
Ensure inventory replenishment orders are processed on time.
Review shipment backlog and resolve gating replenishment and defective return shipments.
Regional coverage – disposition day to day challenges for FSL-Support, NCR-India, Repair sites and UPS FSL operations teams
Publish metric measuring data integrity between SAP/CRM and FSL systems
What we need to see:
Associate’s degree or equivalent experience.
5+ years of logistics experience.
Direct experience with service operations and customer support, including demonstrating results and accomplishments.
Experience with indirect leadership responsibilities (e.g. leading 3rd party operations, large-scale program management, etc.).
Possess a start-up mentality; proactive in driving actions to support the business and willing to take on additional responsibilities as the business grow.
Experience working with Trade Compliance processes and systems.
Advanced MS Office (Word, PowerPoint) and Excel skills.
Excellent oral and written communication skills.
Ways to stand out from the crowd:
5 years experience in service logistics and operations support in a fast-paced environment.
Results-oriented, analytical, curious, self-motivated.
Demonstrated creative problem-solving skills.
Familiar with SPLUS and SAP/ CRM.
Excellent tracking and reporting skills and customer-focused approach.
