Next Security Corp, an industry leader in Fire and Safety solutions with offices in Miami and Sao Paulo, is seeking a detail-oriented and customer-focusted RMA Analyst to join our Miami team. The RMA Analyst will be responsible for managing both Return Merchandise Authorization (RMA) and Vendor Return Merchandise Authorization (VRMA) processes, ensuring efficient handling of returns, exchanges, and refunds while providing exceptional service to our customers and maintaining accurate records.
Key Responsibilities:
Customer Interaction:
Receive and process RMA and VRMA requests from customers and vendors.
Communicate effectively with customers to gather necessary information for processing returns.
Provide clear instructions for returning products and keep customers informed about the status of their returns.
RMA and VRMA Processing:
Evaluate return requests to determine eligibility based on company policies.
Issue RMA and VRMA numbers and ensure proper documentation is provided.
Coordinate the return shipment process, including arranging for shipping and tracking returned items.
Data Management:
Maintain detailed records of all RMA and VRMA transactions in the company’s ERP system.
Analyze RMA and VRMA data to identify trends, root causes of returns, and areas for process improvement.
Generate reports on RMA and VRMA activities, including metrics on return rates, turnaround times, and customer satisfaction.
Coordination with Internal Departments:
Collaborate with the warehouse team to manage the receipt and inspection of returned products.
Work closely with quality assurance and technical support teams to diagnose product issues and improve product reliability.
Interface with the finance department to ensure accurate processing of refunds, credits, and exchanges.
Supplier and Vendor Interaction:
Liaise with suppliers and vendors regarding defective products and negotiate returns or replacements.
Ensure compliance with supplier return policies and maintain good relationships with vendors.
Process Improvement:
Identify inefficiencies in the RMA and VRMA processes and propose solutions to streamline operations.
Develop and update RMA and VRMA policies and procedures to enhance customer satisfaction and operational efficiency.
Compliance and Documentation:
Ensure all RMA and VRMA activities comply with company policies and relevant regulatory requirements.
Maintain thorough documentation for audit purposes and to support continuous improvement initiatives.
Qualifications:
Education:
Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field preferred.
Experience:
Minimum of 2-3 years of experience in returns management, customer service, or logistics roles.
Experience with ERP systems and customer relationship management (CRM) software.
Skills:
Strong organizational and time management skills.
Excellent communication and interpersonal skills.
Proficient in Microsoft Office Suite (Excel, Word, Outlook).
Analytical mindset with the ability to interpret data and generate reports.
Ability to work independently and as part of a team.
Fluency in English is required; additional language skills (e.g., Portuguese or Spanish) are a plus.
Competencies:
Detail-oriented with a focus on accuracy.
Strong problem-solving skills and a proactive approach to addressing issues.
Customer-focused attitude and a commitment to providing exceptional service.
Work Environment:
Office environment with occasional visits to the warehouse or distribution centers.
Standard business hours with the potential for occasional overtime during peak periods.
To Apply:
Interested candidates should submit their resume and cover letter to [hr@nextsecuritycorp.com]. Please include "RMA Analyst Application" in the subject line.
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40 per week
Benefits:
Compensation package:
- Hourly pay
- Overtime pay
- Weekly pay
Experience level:
Schedule:
- Day shift
- Monday to Friday
Experience:
Ability to Commute:
- Doral, FL 33172 (Preferred)
Ability to Relocate:
- Doral, FL 33172: Relocate before starting work (Preferred)
Work Location: In person