Job Details - RMA Coordinator (Tri-lingual English, German and French)

1. To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience. Clearly communicate with customers via e-mail and phone. Where applicable, deal with complaints from customers and make good business decisions in order to resolve them.
2. To manage the RMA Request E-mail database ensuring that a 24 hour response is achieved.
3. To receive incoming customer service overflow and RMA help-line calls from all EMEA customers, responding to their requirements in an efficient and timely manner to ensure a smooth customer experience.
4. To deal with RMA Replacement requests from distributors, resellers and endusers from the EMEA region, collecting all necessary information, escalating to Technical Support when applicable, creating an RMA number and passing it to the customer along with all related RMA instructions.
5. To refer European enduser RMA requests to our Service Centre and maintain accurate records of these within the portal and KCRM.
6. To deal with credit defective, stock rotation and refund requests by checking purchase histories and calculating prices.
7. To deal with all Advance Replacements as a priority matter, escalating to Technical Support and applying policies according to customer’s profiles. Actively following up on Advance Replacements, ensuring customers are happy with the replacement product and service received. Also, to chase products which have not been returned, escalate to Finance when invoices need to be issued and chase outstanding payments.
8. To learn about discontinued products and apply the right procedures and replacement products when processing requests.
9. To deal with special product requests from Technical Support and cooperate with Warehouse, UK and Worldwide Planning to arrange the correct product specifications.
10. To provide regular and timely updates to customers about their pending RMA cases while checking the status of the delivery, back orders and credit notes.
11. To follow up on returns which show discrepancies with the original request and aim towards a satisfactory resolution of the case while working closely with the RMA Receiving team.
12. To work closely with Kingston’s direct accounts to facilitate their RMA requests. To maintain effective relationships while applying their contractual rights and company policies. To escalate to Sales/BDMs when applicable.
13. To create and maintain clear and detailed work records in the Kingston CRM database and other work tools and update the various logs when applicable.
14. To provide clear and complete monthly reports and take an active part in team meetings.
15. To attend product trainings and effectively gain strong skills on Kingston products. To achieve the Kingston Certified Product Professional certificate within the first 6 months.
16. To release picking tickets for RMA Replacement orders and work closely with Warehouses and Order Processing.
17. To deal with and resolve carrier queries for RMA shipments.
18. To effectively monitor counterfeits, support customers through the counterfeit verification process and advise them accordingly.
19. To assist RMA Receiving by resolving miscellaneous parcel queries.
20. To perform other duties as assigned.

• Ideally A Level standard or equivalent

Desirable

• Degree level or equivalent

• Fluency in English, German and French to business standards (verbal and written).

• Minimum of 1 year experience of dealing with customers via phone / email in an administrative/officebased role.

• Excellent communication skills
• Excellent organizational skills
• Good at working with numbers

• Computer-literate with working knowledge of MS Word and Excel
• Ability to prioritise own workload

• Ability to coordinate and resolve a variety of customer concerns
• Active team player
• Positive work attitude

• Strong focus on Customer Service
• The candidate must live within reasonable commutable distance to Sunbury or be willing to relocate