Specialist, Rma

**Key Responsibilities Include**:

- Assess Customer Request for RMA
- Issues return authorizations (RMA) or respond back to the customer with reasons why the RMA will not be provided and advise on alternate actions.
- Inputs customer RMA purchase orders, always ensuring accuracy.
- Follows up on orders out for approval and maintains valid dates in the HPS system.
- Effectively utilizes relevant software systems (ex. AX D365, in house EQV2), along with other tools provided.
- Provides quotations to the customer as prepared by the RMA Coordinator.
- Follows up with customers on RMA quotations and dispositioning of product at HPS.
- Review of sales submissions of repair PO to sales quote in EQV2; verify ship to address, freight terms, mode of delivery and required date of delivery and highlight any specific requirement being requested (eg: special type tests, requirement of customer approval of test reports or photos prior to shipping; specific notes required to be indicated on the sales order of tagging # or reference #;s, special delivery instructions for the carrier),
- Respond to customer inquiries regarding RG goods coordination.
- Update existing RMA SPIs to reflect the current processes
- Through continuous improvement of processes and system, update the SPIs as required.
- Work with IT on the development of a customer interface to electronically request a Return Material Authorization Number.
- Refine interface over time to streamline and improve customer and HPS experience with system.
- Work with IT to integrate interface with AX to feed information directly into AX or pull-out related information.
- Work with Marketing and Sales to broadcast new communication conduit for RMAs.
- Analyze RMA data to minimize the cost of returning unsalvageable or low probability of salvageability units.
- Develop guidelines for scrapping in the field units including reaction plans and also based on cost.
- Develop guidelines for Sales to minimize the return of low-cost units that will be more costly to return, analyze, report, repair and manage.
- Develop system to report scrap in the field units so that the cost can be easily pulled out from AX and incorporated into Cost of Quality Reports.

**Do you qualify? We are seeking**:

- Post Secondary education in Business (Sales or Marketing related) OR equivalent
- Knowledge of RMA Process at HPS and how AX functions
- Dealing with challenging/difficult people and their demands and pressure on you to perform at a quick and accurate pace.
- Requirement to be detailed oriented with notes and organizational skills.
- Ability to focus on a single task while multiple activities are ongoing.
- Require diverse knowledge of various departments functions that can be associated with returned goods
- Require to be flexible and ability to adjust to creating a new process “on the fly” based on the various returns that arise in order for Finance to be able to invoice and credit accurately.
- Capability to work with various departments on a demanding and tight schedule.
- Bilingual (oral and written) in Englishand Spanish, French is a bonus.
- Strong level of interpersonal, relationship building, and customer service skills
- Capacity to be adaptable for varying customer needs and a confident self-starter.
- Excellent time management, priority setting, and organization skills, along with strong attention to detail
- Computer skills -MS Office Programs and AX D365 or similar ERP systems.

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

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