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Job Title: RMA Coordinator
Reporting to: RMA Team Leader
Effective date: July 2012
Department: Technical Services
Location: Sunbury-on-Thames
Working hours: 40 hours per week – 8am-5pm Mondays to Fridays
Position Summary: This position is primarily responsible for coordinating the return of Kingston Products and providing excellent customer service to maintain positive business relationships.

Essential Functions:
  1. To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience. Clearly communicate with customers via e-mail and phone. Where applicable, deal with complaints from customers and make good business decisions in order to resolve them.
  2. To manage the EU RMA Request E-mail database ensuring that a 24 hour response is achieved.
  3. To receive incoming customer service overflow and RMA help-line calls from all EMEA customers, responding to their requirements in an efficient and timely manner to ensure a smooth customer experience.
  4. To deal with RMA Replacement requests from direct distributors, resellers and endusers from the EMEA region, collecting all the necessary information, escalating to Technical Support when applicable, creating an RMA number and passing it to the customer along with all related RMA instructions.
  5. To deal with credit defective, stock rotation and refund requests by checking purchase histories and calculating prices. To seek approval from managers and other departments when applicable.
  6. To deal with all Advance Replacements as a priority matter, escalating to Technical Support and applying policies according to customer’s profiles. Actively following up on Advance Replacements, ensuring customers are happy with the replacement product and service received. Also to chase products which have not been returned, escalate to Finance when invoices need to be issued and chase up outstanding payments.
  7. To learn about discontinued products and apply the right procedures and replacement products when processing requests.
  8. To deal with special product requests from Technical Support and cooperate with Warehouse, UK and Worldwide Planning to arrange the correct memory specifications.
  9. To provide regular and timely updates to customers about their pending RMA cases while checking the status of the delivery, back orders and credit notes.
  10. To follow up on returns which show discrepancies with the original request and aim towards a satisfactory resolution of the case while working closely with the RMA Receiving team. To learn about RTS products specified in the Kingston Warranty Statement and apply departmental procedures when dealing with them.
  11. To work closely with Kingston’s direct accounts to facilitate their RMA requests. To maintain effective relationships while applying their contractual rights and company policies. To escalate to Inside or Field Sales when necessary.
  12. To create and maintain clear and detailed work records in the Kingston CRM database and other work tools. To update RMA logs and general SRs in CRM when applicable e.g.: Complaint log, Write-off log etc.
  13. To look after their local service centres by processing their requests, assisting with queries and keeping updated about products available for replacements while maintaining productive relationships.
  14. To provide clear and complete monthly reports and take an active part in the weekly team meetings.
  15. To attend product trainings and effectively gain strong skills about Kingston products. To achieve the Kingston Certified Memory Specialist certificate within the first 6 months.
  16. To release picking tickets for RMA Replacement orders and work closely with Warehouses and Order Processing.
  17. To deal with and resolve carrier queries for RMA shipments.
  18. To effectively monitor counterfeits, support customers through the counterfeit verification process and advise them accordingly.
  19. To assist RMA Receiving by resolving miscellaneous parcel queries.
  20. To perform other duties as assigned.


PERSON SPECIFICATION

  Minimum Criteria Desirable
Education /
Qualifications:
Ideally A Level standard or equivalent

Degree level or equivalent

Experience /
Knowledge:
Fluency in English and German to business standards (verbal and written).
Minimum of 1 year experience of dealing with customers on the phone and in email in an administrative/office-based role.

3rd European language such as Italian highly desirable but not essential

Skills /
Behaviours:
Excellent communication skills
Excellent organizational skills
Good at working with numbers
Computer-literate with working knowledge of MS Word and Excel
Ability to prioritise own workload

Personal
Circumstances:
Ability to coordinate and resolve a variety of customer concerns
Active team player
Positive work attitude
Strong focus on Customer Service
The candidate must live within reasonable commutable distance to Sunbury or be willing to relocate



The job description may be varied in consultation with the post holder to reflect evolving needs of the company.



To apply for this vacancy, please send a copy of your CV (written in English), salary expectations and a covering letter to:

Nina Edwards / Natalie Crafts
Human Resources
Kingston Technology Europe Ltd
Kingston Court
Brooklands Close
Sunbury-on-Thames
MIDDX TW16 7EP
United Kingdom

E-mail: eu_jobs@kingston-technology.com
Tel: (+44) 1932 738888

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