RMA Service Specialist

Service Fremont, California Fremont, California


The ASUS service department is proud to provide exceptional service support to all customers. We are looking for an RMA Service Specialist who will serve as a liaison between our contact center and our service providers. The RMA Service Specialist will play a supporting role in the daily escalation and weekly result tracking and analysis for all support service providers in the US.  This will involve the following functions: escalation monitoring and tracking, quality reporting for material usage and forwarder reporting, and customer experience monitoring and reporting.  Daily responsibilities will require responding to past cases, communicating with vendors and RMA service management, reporting daily updates for key results, and generating detailed reports. The RMA Service Specialist will work closely with internal service teams as well as our customer service partners at contact centers and support service providers.

Essential Duties and Responsibilities:

  • Drive vendor to process and to monitor RMA performance and health for each center
  • Lead internal/external reports through gathering, analyzing and summarizing data and information
  • Provide proactive updates on project performance and highlight any gaps
  • Drive user experience and manage factors that impact cost
  • Maintain good attendance and punctuality
  • Perform other job duties as assigned

Required Qualifications:

Years of Education  

  •  BA/BS in business related field and/or equivalent reverse logistics experience

Work Experience

  • 1+ years of Project Management, Reverse Logistics, or Analytics

Knowledge and Skills

  • Passion to deliver superior customer service
  • Proactive and able to work well independently  as well as in a team environment and cross functional teams
  • Strong ownership and organization skills
  • Proven skills with MS PowerPoint, MS Visio and MS Excel in order to successfully execute projects
  • Ability to work confidently in a rapidly changing, fast-paced and results-oriented corporate environment where a high degree of flexibility is required
  • Excellent written and verbal communication skills in English

Preferred Qualifications:

  • Proven account management experience preferred
  • Experience working within reverse logistics or RMA center environments

Working Conditions:

  • Majority works in an office environment
  • Requires sitting, standing, walking, operating a computer keyboard, telephone and other office equipment for extended periods of time