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RMA Administrator

2 months ago

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

We are seeking a highly organized and detail-oriented RMA Administrator to join our Customer Care team at Blackline Safety. As an RMA Administrator, you will play a critical role in ensuring the timely and accurate processing of product returns, which is essential to supporting our technical support, repair, and quality teams in delivering world-class products and services to our customers.

Key Responsibilities
  • Process RMA requests in NetSuite according to internal or customer requirements to meet 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 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 RMA progress to ensure 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 the team in product receiving as needed.
Requirements
  • Post-secondary education or equivalent experience.
  • 2+ years' administrative experience, preferably in a technical environment.
  • Experience working with RMA's 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.
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.