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Customer Support RMA Coordinator
Ref No.: 20-03437
Location: Menlo Park, California
Tailored Management is seeking a Customer Support RMA Coordinator looking to join the Customer Support Ops(AR/VR) team in Menlo Park on a 100% remote basis until further notice. This is an excellent opportunity to join the world's largest social media network who enables over a billion users to openly connect with friends and family, share content, and explore the world.

As a Customer Support RMA Coordinator, you'll be assisting the Service Management and Operations team with day-to-day operations while focusing on resolving order, return, and logistical challenges.

Here at Our Client, we move very fast. In this challenging role, you'll be surrounded by a passionate team of individuals who are dedicated to the common goal of connecting and bringing the world closer together through AR/VR technology.

Long-term Vision:
  • Collaborate with the Service Operations and Support teams to manage relationships with our customers, the distribution/returns centers, call centers, and cross-functional Facebook teams.
  • Advocate for issue resolution and process improvements to enhance overall order and returns flow for customers.

  • Manage the escalations queue to triage and respond to customer inquiries regarding ordering, shipping, and returns.
  • Process various types of RMAs to accommodate customer returns.
  • Investigate and resolve RMA return discrepancies and order issues by utilizing various tools and communicating with customers and our 3PL partners.
  • Leverage Microsoft Excel and other tools to query and interpret raw data, analyze trends, organize batches of information, and create reports.
  • Monitor critical activities and updates from the distribution centers to relay time-sensitive information and communicate it to various departments, as needed.
  • Analyze fulfillment and return center data to ensure its integrity and alert the necessary teams of discrepancies that could disrupt operations or impact customer experience.

  • Customer service in a CALL CENTER ENVIRONMENT experience via phone, chat, and/or email.
  • The ideal candidate must be able to de-escalate emotional situations quickly and effectively while maintaining a high level of customer satisfaction.
  • Strong attention to detail, analytical problem solving, multi-tasking, and communication skills (both verbal and written).
  • Experience in reverse logistics, order management, and/or fulfillment operations.
  • Ability to thrive in a fast-paced and start-up like environment and manage multiple ongoing projects and tasks.
  • Microsoft Excel and data reporting experience with multiple ERP systems.
  • Bachelor's degree and/or relevant work experience – required.