A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
ASA Computers is seeking an RMA Customer Service Representative to manage the end-to-end return and warranty process for servers, storage systems, components, and other technology products. This position serves as the primary point of contact for customers throughout the RMA process, coordinating return authorizations, product evaluation, repair or replacement, and final disposition. The ideal candidate is highly organized, customer-focused, and comfortable working with technical products and cross-functional teams. This role works closely with Sales, Warehouse, Quality, Engineering, Purchasing, and Supply Chain to ensure RMAs are processed accurately, efficiently, and within established service-level targets.
Key Responsibilities:
Manage the end-to-end RMA process, including return requests, authorization, receiving, evaluation, disposition, repair, replacement, and closure. Establish and maintain RMA procedures, policies, workflows, and service-level targets. Monitor RMA volume, aging, turnaround time, costs, and customer satisfaction. Coordinate with customers, distributors, and internal teams to resolve RMA cases efficiently. Ensure returned products are properly inspected, documented, and classified according to established criteria. Work closely with Quality and Engineering teams to identify product defects, failure trends, and recurring issues. Support root-cause analysis and corrective and preventive actions (CAPA) related to returned products. Coordinate repair, refurbishment, replacement, scrap, or return-to-customer decisions. Maintain accurate RMA records, serial numbers, failure codes, warranty status, and disposition information. Partner with Warehouse and Supply Chain teams to improve reverse-logistics processes and inventory accuracy. Review warranty claims and ensure decisions are consistent with company policies and contractual requirements. Prepare regular RMA reports and dashboards for management, including key trends, costs, turnaround times, and recurring failure modes. Identify opportunities to reduce return rates, warranty costs, processing time, and operational waste. Train and support team members on RMA procedures, systems, and customer-service standards. Ensure compliance with company policies, quality standards, and applicable regulatory requirements.
Qualifications:
Bachelor's degree in Business, Operations, Supply Chain, Engineering, or a related field preferred. 3-7 years of experience in RMA, warranty, returns, repair operations, customer service operations, or supply chain. Previous supervisory or management experience preferred. Strong understanding of reverse logistics, warranty processes, and product disposition. Experience working with ERP, CRM, or RMA management systems. Strong analytical and problem-solving abilities. Excellent communication and cross-functional collaboration skills. Strong attention to detail and ability to manage multiple priorities. Proficiency with Microsoft Excel and reporting tools. Ability to analyze data and translate findings into process improvements. Key Performance Indicators (KPIs) : RMA turnaround time RMA backlog and aging Warranty cost per unit Return rate and repeat-return rate Repair/replacement cycle time First-time resolution rate RMA processing accuracy Customer satisfaction Recovery value from returned products Reduction in recurring product failures Knowledge of quality-management systems and CAPA processes. Experience with electronics, industrial equipment. Familiarity with ERP systems Interested candidates, please email your resume to jas@asacomputers.com
Job Type:
Full-time Pay:
$30.00 - $35.00 per hour Expected hours: 40.0 per week
