RMA Coordinator

4 days ago

Calgary, Alberta, Canada Blackline Safety Full time
About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet.

Job Summary

We are seeking an RMA Administrator to join our Customer Care team. As an RMA Administrator, you will be responsible for the timely and accurate processing of product RMAs for Blackline Safety. This role is key to supporting our technical support, repair, and quality teams to deliver world-class products and service to our customers.

Key Responsibilities
  • Process RMA requests in NetSuite according to internal or customers' requirements to meet department service levels.
  • Verify the eligibility of products for return based on warranty terms, product condition, and purchase history.
  • Follow department standards and procedures when processing requests and contribute to the continuous improvement of processes.
  • Resolve customer inquiries via email or phone in a proactive, prompt, and professional manner.
  • Track and monitor the progress of RMAs ensuring timely processing and resolution.
  • Monitor daily reports related to RMAs and work with shipping, accounting, distributors, sales representatives, and customers to resolve issues that could impact product shipment and service levels.
  • Collaborate with the team to resolve discrepancies in RMA information when needed.
  • Work with different delivery carrier platforms to obtain documentation, including shipping labels, packing slips, and return instructions.
  • Prepare and process payments for billable RMA services.
  • Assist in the retrieval of outstanding RMA products from customers when needed.
  • Assist with product receiving as needed, acting as a backup to the RMA receiving administrator.
Requirements
  • Post-secondary education or equivalent experience.
  • 2+ years' administrative experience preferably in a technical environment.
  • Experience working with RMAs or with an ERP/CRM (i.e. NetSuite) system is considered an asset.
  • Technical aptitude with the ability to quickly adapt and learn multiple systems.
  • Excellent computer skills, with high proficiency in MS Office applications.
  • Intermediate Excel spreadsheet skills.
  • Excellent oral and written communication ability.
  • Professional interpersonal and telephone skills.
  • Excellent organizational skills and ability to manage multiple priorities.
  • High level of attention to detail and accuracy.
  • Ability to work independently, assume responsibility, and add value by being proactive.
  • Ability to adapt to a dynamic, entrepreneurial, and fast-paced work environment.
  • Keen interest in learning and continuous skills and personal development.
What We Offer
  • An experienced, dynamic, and highly motivated team.
  • An exciting fast-paced environment.
  • Supportive, challenging, and collaborative work environment.
  • Extended health, dental, vision care.
  • Education funding.
  • Company stock purchase plan with matching contributions.
Language

As a global team, 2nd and multiple language skills are highly desirable.

Location

Calgary, Canada.

Hours

As a global support team, we support 24-hour operation. Full training will be provided and will take place Monday – Friday during the hours of 8am to 5pm. When training is complete, shifts could be adjusted to include early AM and include but not limited to Saturday shifts.

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