RMA Customer Care Executive

Receive and process RMA requests from customers: logging product returns, verifying warranty/terms, generating RMA numbers.

Coordinate with service centers / engineers to ensure the returned units are collected, repaired/replaced and dispatched in a timely manner.

Communicate proactively with customers: provide status updates, answer queries, manage expectations.

Maintain accurate records of RMA requests, product serials, status updates, repair logs, replacement units.

Liaise with sales and logistics teams to manage stock of replacement units or refurbished products.

Monitor metrics: number of RMAs processed, turnaround time, customer satisfaction, cost of returns.

Identify recurring issues (product faults, logistic delays) and work with Quality Assurance or suppliers to drive improvements.

Ensure compliance with company policies and warranty terms.

Provide periodic reports to management on RMA activity, trends and service performance.