RMA Customer Service Representative

Ultimate Staffing is seeking an RMA Customer Service Representative to join a client in Santa Clara. This position is 100% onsite. Hours are Monday - Friday 9:00 am - 5:30 pm. This is a temp to hire position.

The RMA Customer Service Representative (CSR) plays a key role in managing customer interactions related to product returns and coordinating planning activities for the Return Merchandise Authorization (RMA) lab. This position serves as the primary liaison between customers and internal teams, ensuring the efficient processing of returns, high customer satisfaction, and smooth day-to-day operations in the RMA lab.

Job Duties:

• Serve as the main point of contact for all RMA-related inquiries from customers and internal teams.
• Accurately manage and process customer RMA requests in a timely manner.
• Coordinate the return of components for manufacturer failure analysis and maintain proper documentation.
• Address and resolve customer concerns professionally, ensuring a high level of satisfaction.
• Maintain detailed records of all RMA transactions and lab operations.
• Monitor and replenish failure analysis (FA) components to support lab efficiency.
• Forecast return volumes to support resource and capacity planning.
• Develop and manage logistics schedules to ensure timely return processing and shipments.
• Partner with technicians and engineers to prioritize tasks and allocate resources effectively.
• Monitor operational workflows and take action to resolve delays or conflicts.
• Troubleshoot system and process issues to maintain workflow continuity.
• Generate and analyze reports on RMA trends, lead times, and areas for improvement.
• Contribute to process improvement initiatives aimed at enhancing efficiency and customer experience.
• Stay informed about company products, services, and internal policies.

Requirements:

• Bachelor's degree or equivalent experience in a related field.
• Prior experience in customer service, order management, reverse logistics, or account/business support preferred.
• Familiarity with SAP or other ERP systems.
• Intermediate to advanced proficiency in Microsoft Excel and other MS Office applications.
• Strong organizational and multitasking skills.
• High attention to detail with a focus on accuracy and efficiency.
• Excellent written and verbal communication abilities.
• Team player with a proactive, hands-on approach.
• Results-driven mindset with the ability to meet deadlines and drive improvements.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.