Customer Sevice & RMA Coordinator

Job Overview

We are looking for a Customer Service & RMA Coordinator to manage defective products and after-sales service operations, particularly for high-value appliances. The ideal candidate will be responsible for inspecting defective items, coordinating repairs, arranging spare parts, and ensuring timely resolution of customer complaints while maintaining proper RMA documentation and supplier coordination.

This role requires strong coordination between customers, sales teams, warehouse service teams, purchase teams, and suppliers to ensure smooth after-sales operations and minimize turnaround time.

Key Responsibilities

• Handle customer service and RMA (Return Merchandise Authorization) processes for defective appliances.
• Inspect and evaluate defective products and coordinate repairs with the warehouse service team.
• Arrange spare parts with suppliers through the purchase team when required.
• Manage remote or overseas defective claims by troubleshooting with customers or salespersons.
• Decide on spare replacement, repair solutions, or issuing credit notes when necessary.
• Monitor RMA allocations against total purchase quantities to ensure defectives remain within supplier-approved limits.
• Maintain accurate records and documentation of defective items, repairs, and supplier communications.
• Coordinate with suppliers to obtain RMA approvals and credit notes when applicable.
• Ensure timely resolution and return of repaired or replaced items to customers.

RMA Monitoring & Supplier Coordination

• Every two months, review the following for each product with the purchase team:
• Total quantity purchased
• Approved RMA quantity from the supplier
• Actual defective quantity recorded
• If the actual defective quantity exceeds the approved RMA allowance, immediately coordinate with the supplier to claim the additional difference and secure compensation or a credit note.
• Ensure this bi-monthly review process is conducted consistently to prevent financial losses and maximize RMA recovery.

Requirements

• Proven experience in Customer Service, RMA coordination, or after-sales support.
• Basic technical troubleshooting knowledge, preferably in appliances or electronics.
• Strong coordination and communication skills.
• Ability to analyze defect reports and maintain accurate documentation.
• Familiarity with RMA procedures, supplier claims, and credit note processes.
• Good organizational skills and ability to manage multiple cases simultaneously.

Preferred Qualifications

• Experience in appliances, electronics, or technical products.
• Knowledge of inventory, warehouse, or purchase coordination processes.

Job Types: Full-time, Permanent

Pay: AED2,400.00 - AED2,500.00 per month

Application Question(s):

• Do you have prior experience handling RMA (Return Merchandise Authorization) or defective product claims?
• How many years of experience do you have in customer service, after-sales support, or RMA coordination?
• Do you have experience coordinating with suppliers or vendors for replacements, spare parts, or credit notes?
• Visa status?
• Age and Nationality?
• Can you join immediately?