Process Specialist

RMA (Return Material Authorization) Support Analyst

Experience : 7 and Above

Location : Remote

Notice Period : Immediate Joiners only

(Must have Experience - RMA - Min 3 years)

3 Point Role Definition

Return Material Authorization (RMA) and Depot Repair Order processing in Oracle with inputs from Salesforce

Creating purchase requisitions and NMRs in Oracle

Creating Internal Sales Orders and standard Sales Orders for shipments to customers

Capturing all RMA & spares activity in a detailed spreadsheet

Ability to review & compare various reports to identify discrepancies in inventory or RMAs that need to be resolved and take action accordingly

Collaborating with a US counterpart to support key accounts and take direction on support required.

Ability to review process documentation with a key attention to detail to capture unique customer requirements & process accordingly

Communicating RMAs, tracking numbers, spares shipment statuses with customers.

Resolving ad hoc inquiries about defective returns or spares requests from customers, requires critical thinking skills and ability to problem solve in ambiguity.

Working with multiple third party logistics warehouses to coordinate both forward fulfillment of spares and return of defective product from customers.

Preparing shipping documents, including collaborating with Global Trade to prepare international shipping document requirements.

Strong English (written and verbal) to communicate with customers and peers

Education & Experience

5 + years of relatable experience

Bachelor’s degree or equivalent experience

Proficient in MS Office applications (Excel, Word, PowerPoint).

Ability to follow the process while exercising judgment and intuition to provide customer support and suggest process improvements.

Strong critical thinking skills. Ability to work without clear direction if US team nor clear processes are available for urgent customer needs.

Experience working with customers to provide solutions.

Customer-first mentality, sense of urgency to support customer needs.

Ability to multi-task and prioritize projects. Strong time management is a must.

Experience in ERP systems and / or database management systems.

Preferences

Oracle / Salesforce experience (end user) is highly desirable

Intermediate excel skills (pivot tables, filtering, drawing conclusions from data)

Experience working with third-party repair centers and logistics centers (i.e. UPS, FedEx) is desirable.

Previous experience working in the aerospace or aviation industry.