The Services RMA coordinator acts as a single point of contact for returns and refund & replacement ensuring responsiveness and resolution. Utilizing the feedback from the internal and external customers and knowledge built, the Team Lead works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed.

The coordinator closely monitors service activity and performance to ensure adherence to the service level KPI’s, timely escalation of issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly).

The coordinator must be comfortable dealing with all levels of customer representatives as well as all levels of Sales , logistics and Services leadership within Lenovo.

Day to Day

• Service Level Adherence – monitor all ticket from incoming channels to ensure adherence to the stablished KPIs.
• Performance Management – monitor the analysts performance.
• Relationship/Escalation Management – Respond to client questions and escalations in a timely manner.
• Help drive success and change through mentoring team members.
• Prevention – Develops and coordinates proactive audit initiatives to detect noncompliance procedures.
• Optimization – Leads continuous improvement activities.
• Support – Leads complex service delivery processes and navigates committed service deliverables.
• Collaboration - Compiles, analyzes, and interprets and present statistical data and trends, Root / cause analysis and action plan development to address the improvement opportunities.

Job Responsibilities:

• Develop and implement strategies to ensure the highest level of customer satisfaction and retention.

• Act as single point of contact for operational issues in a cross-functional matrix environment.
• Monitor and analyze team performance and implement corrective measures as needed.
• Create and maintain team schedules to ensure adequate coverage and support for clients (ticket assignation).
• Train, coach and mentor team members to improve their performance and customer service abilities.
• Collaborate with cross-functional teams to identify and resolve complex technical issues for clients.
• Develop and maintain strong relationships with key clients to understand their needs and provide a tailored resolution.
• Monitor and report on key performance metrics, including customer satisfaction, response time, and issue resolution rate.
• Act as a point of escalation for complex or high-priority customer issues. Conduct regular performance evaluations and provide feedback and coaching to team members.
• Identify, build, and maintain relationships with customer’s internal management.
• Lead continual process development / improvement strategies to optimize customer’s perceptions of service and support.
• Management and handling of the relationship with suppliers.
• Refunds processing.
• Uploading of compensation authorization code to Retail (PAK)
• Machine production requests to the plant.
• Generation of PO for the acquisition of machines for new cases.
• Inventory movement requests.
• Detection of anomalies in the refund & replacement processes handled by the analysts.
• Monitoring of supplier invoice payments.
• Weekly review of R&R equipment inventory to avoid aging.

KPI

• Quality
• End cycle time (ECT)
• Average cost per solution
• Budget adherence

Basic Requirements:

• Bachelor’s degree in business management, industrial engineering or equivalent experience.
• 4 years of experience leading Return Merchandise Authorization (RMA) deparments.
• Excellent communication skills, verbal & written in Spanish and English languages.
• Expert level in Excel (pivot tables, macros, reporting, organizing Data, spreadsheet manipulation).
• Goal oriented and attention to details.

Soft skills:

• Ability to work effectively in a fast-paced, dynamic environment.
• Ability to learn quickly with a proven record of learning new and challenging processes.
• Superior customer service skills.
• Ability to adapt quickly and pivot to resolve clients’ issues.
• Strong leadership skills and experience to drive training, coaching, and performance management.
• Ability to prioritize in a fast-paced, dynamic work environment.
• Experience working in a technical service desk/call center type of environment.
• Excellent interpersonal, and critical thinking skills.
• Strong gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge.
• Proven critical thinking, proactive-reactive, take initiatives and decision-making skills.
• Communication, negotiation and conflict resolution skills.
• Receptivity and empathy.
• Commitment and passion.
• Ability to empower, motivate and inspire others.
• Ability to work in multi-cultural environment.