Purpose of the position
Reporting to the Manager, RMA Services, we are looking for an Operations Specialist to evaluate our company's RMA support models globally, work with internal Operations teams, and make recommendations to improve Partner/Supplier relationships, the customer experience and help lead operational efficiency. This role will be responsible for identifying opportunities for improving the RMA process globally, putting in place new procedures based on the thorough review and analysis of SMART KPI’s related to RMA warranty costs, logistics, support and volumes. To be successful you should be able to analyze data, identify shortcomings or opportunities, negotiate contractual agreements, and work with management, legal, and Channel Partners to implement changes. These outcomes require the ability to effectively communicate data, successfully manage projects, understand issues, and recommend actions for the business to take, always staying customer focused and thinking about what the results mean to our customers, and how they impact our warranty spend.
Responsibilities and accountabilities
- Strategically identify opportunities where global RMA costs are high and evaluate through data analysis whether a different RMA model or process would be beneficial.
- Assist various SMART Operational teams in identifying potential opportunities to offset warranty spend.
- Work with internal Operations team, repair centers, and Finance, to ensure any costs recovered from Suppliers for failures are correctly put back into the warranty bucket.
- Strategically work with internal teams and couriers to help manage panel recoveries, ensuring that the RMA matrix used for recoveries is updated quarterly and the recovery list every week.
- Work with internal teams to help update, and keep track of RMA KPI’s as needed, understanding their impact and flagging anomalies.
- Analyze historical RMA data, in-warranty units, Partner sales history, and apply annualized failure rates to determine expected number of failures and an RMA pool, or credit process.
- Understand COGs, freight rates, and landed costs to determine whether a pool versus a credit process should be implemented with a Partner.
- Work with Sales and the RMA team to understand and negotiate any non-standard RMA process requests.
- Cross reference RMA and Sales inventory to understand what models and quantities SMART has available that can be shipped in an RMA pool.
- Recommend, negotiate and update contract and processes, putting forward suggestions, opportunities, and options for improvements.
- Work cross-functionally between Sales, Legal, Operations, and Customer Services to plan and execute Support Light agreement and RMA pool or credit process.
- Maintain tracker with a list of all Support Light requests and whether the partner was approved or not.
- Review annual pool replenishments, cross referencing with previous pool and comparing to monthly usage reports submitted by partners.
- Execute change management and communication to internal teams when there are process changes, or new Partners sign an agreement.
- Update SF accounts with process steps for the RMA team to know how to proceed in the event of an RMA.
- Follow up with Partners who have not submitted a monthly usage report, and work with internal quality and technical support teams to understand any quality or Partner training gaps.
- Maintain the Support Light request inbox, action requests, and make any necessary updates to the request form.
- Support Right to Repair Program and Partners.
- Other duties as assigned.
Required Skills
- Displays critical thinking in analyzing data in order to help influence decisions.
- Fantastic attention to detail, problem solving, organizational and project management skills.
- Ability to prioritize, manage, and digest large amounts of data from various systems in a timely manner.
- Displays curiosity to ask questions, be resourceful in seeking answers and the courage to challenge stakeholders.
- Strong collaboration skills with others (including virtually), and ability to successfully manage stakeholders.
- Experienced with adapting to a rapidly changing environment.
- Be self-aware of how to best utilize your strengths and recognize your opportunities for growth.
Education and work experience
- Analytical experience required.
- Strong knowledge of Microsoft Power BI or similar business intelligence tools.
- Advanced experience in Microsoft Office Excel.
- Working knowledge of SQL databases, Salesforce.com, and Microsoft Dynamics (Finance and Operations).
- Degree or diploma in Business, or a related field, or an equivalent combination of education and experience in Business Analytics.
Supervision provided and received
- This position has no direct reports.
Working conditions
- Hybrid remote/office based role, fast-paced work environment.
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