RMA Administrator

2 weeks ago

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

We are seeking a highly skilled and detail-oriented RMA Administrator to join our Customer Care team at Blackline Safety. As a key member of our team, you will be responsible for the timely and accurate processing of product RMAs, ensuring seamless support for our technical support, repair, and quality teams.

Key Responsibilities
  • Process RMA requests in NetSuite according to internal or customer requirements, meeting department service levels.
  • Verify product eligibility for return based on warranty terms, product condition, and purchase history.
  • Follow department standards and procedures when processing requests, contributing to continuous process improvement.
  • Resolve customer inquiries via email or phone in a proactive, prompt, and professional manner.
  • Track and monitor RMA progress, ensuring timely processing and resolution.
  • Collaborate with shipping, accounting, distributors, sales representatives, and customers to resolve issues impacting product shipment and service levels.
  • 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 retrieving outstanding RMA products from customers when needed.
  • Support 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 an ERP/CRM 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 and Location

We are a global team, and 2nd and multiple language skills are highly desirable. English is mandatory, and 2nd language Spanish/French is highly desirable. All other 2nd languages are desirable.

This position is considered hybrid, and we support 24-hour operation. Full training will be provided, and shifts may be adjusted to include early AM and Saturday shifts.

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