Senior Returns Administrator - #1120768

We are seeking a proactive and detail-oriented Senior Returns Administrator to join our agile, pod-based RMA team. This role is critical in managing Return Material Authorization (RMA) processes end-to-end, with a focus on supporting customers who prefer to communicate in Mandarin. The ideal candidate will also possess strong analytical skills to generate customer-specific reports and insights that drive continuous improvement and customer satisfaction.

Responsibilities:

1) Customer-Facing RMA Support:

• Act as the primary RMA contact for customers who prefer Mandarin, ensuring clear communication and timely updates.

• Manage RMA cases through the full lifecycle: intake, Failure Analysis (FA), Customer Failure Analysis (CFA), repair, rework, and closure.

• Collaborate with internal teams (Quality, Engineering, Operations) to resolve customer issues efficiently.

2) Pod-Based Team Collaboration:

• Operate within a cross-functional pod structure to ensure agility, load balancing, and redundancy.

• Participate in daily pod stand-ups, case reviews, and retrospectives to drive team performance.

• Support pod-level metrics tracking and continuous improvement initiatives.

3) Reporting & Data Analytics:

• Generate and maintain customer-specific RMA dashboards and reports using tools such as Power BI, Excel.

• Analyze RMA trends, failure modes, and turnaround times to identify improvement opportunities.

• Provide data-driven insights to internal stakeholders and customers during reviews or escalations.