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Logistics RMA Specialist

posted Oct 4, 2011, 1:11 AM by Alex Rad   [ updated Oct 13, 2011, 5:54 AM ]

Location: Ireland , Cork 
Language: German 

Overview:

RMA: Return Material Authorization

The role of RMA Specialist exists within the AOS RMA team based in the EMEA region. This
is a fast moving, dynamic environment where flexibility and adaptability are key attributes
needed for success.

The team works under demanding time constraints to address complex support issues until
successfully resolved. The team also identifies opportunities for operational improvements &
suggests service improvement strategies in accordance with business requirements.

The successful candidate will be customer focused, articulate and motivated with some
customer service based experience and excellent written and verbal communication skills.
They must be able to work well within a team environment working towards achieving
predetermined targets and also demonstrate their own initiative when required.

Responsibilities

  • • Manages a wide variety of customer related queries for Applestore, - cancellation
  • or processing of returns/ replacement deliveries, carrier loss claims, changing plant
  • codes, etc.
  • Interacts with AppleStore Service advisors, Carriers, third-party warehousing on daily
  • operational issues, problem escalation and resolution.
  • Undertakes customer outreach calls for the RMA team and other Order Administration
  • teams as required.
  • Processing of daily/weekly/monthly reports in an accurate and timely manner.
  • • Processing of postal returns for goods received internally, ensuring customers are
  • credited or have received a replacement and goods are returned to the warehouse.
  • • Liaison with key departments, to maintain SLA’s e.g. reduce ageing RMAs and
  • improve Order Cycle time.
  • Enhancing existing relations with customers and stakeholders.
  • Supporting additional administrative duties for customer orders as required.
  • A proactive role in ensuring customer satisfaction levels are consistently maintained.


Skills and Attributes:

  • • Relevant/similar experience is a distinct advantage.
  • • A passion for exceptional customer service.
  • • Excellent written communication skills and good verbal communication is a pre- requisite
  • for the role.
  • • Strong knowledge of Apple’s AOS policies and procedures.
  • • Knowledge of RMA processes would be very advantageous.
  • • Ability to work in an information sensitive environment is a key aspect of the role.
  • • Team player and ability to work in a changing challenging environment.
  • • Highly motivated and organised with the ability to work to tight deadlines.
  • • Ability to use discretion and work on own initiative.
  • • Very good accuracy and attention to detail.
  • • Flexibility is required and the role will occasionally involve weekend, late evening or shift
  • work.
  • • SAP and Microsoft Office (Word, Excel) a distinct advantage.

Experience and Education

  • Previous call centre experience
  • An appreciation of the IT environment, preferably with Apple products
  • A high level of computer literacy
  • Proven ability to solve complex customer issues.
  • Experience of working in a pressurised environment which is target driven.
  • Experience of working with SAP and Excel (desirable).

If you are interested in this position, please forward your application including reference to the
job title to: 



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