JOB PURPOSE:
The Business Operations Administrator is primarily responsible for the expeditious execution of all goods return requests submitted in a professional manner and in full compliance with stated Company policies and procedures.
PRINCIPAL ACCOUNTABILITIES:
1) Ensure the effective daily operation of RMA by systematically vetting all RMA request, coordinating approval and facilitating the issue of credit notes to Customer(s) once Return(s) are received in good order by APDC
2) Provide support to sales team and APDC in coordinating ACR and Stop Shipment/Refusal processes
3) Provide effective support to corporate departments ~ Product Marketing and Asset Management in coordinating the return of inventory to suppliers and Future entities due to quality issues, stock rotation etc.
JOB CONTENT (PRIMARY & SECONDARY FUNCTIONS):
Primary
1) Return Merchandize Authorization (RMA)
Manage the effective daily parts return process by:
i) Review all RMA requests submitted to ensure they are valid and supported by proper documentation before recommending approval or rejection consistent with the Company’s policy and procedure
ii) Coordinate with all relevant Corporate department – PM, Asset, Logistics, Credit and Sales to ensure all Non-Quality RMA request(s) are valid & supported by relevant Offset and Replacement CBO (where applicable) as stipulated in the Company’s RMA policy and procedure
iii) Coordinate closely with the Quality Process Department (QPD) to ensure all Quality related RMA request(s) due to the specific quality issue are valid and supported by proper Customer(s) / Supplier(s) Corrective Action Report (CAR)
iv) Follow up on all OPEN RMA request for response within five(5) working days. Acknowledge approval or rejection to requestor within this same window.
v) Closure of RMA/RTV Discrepancy for customer credit purpose, while the RMA to be put on hold for RTV process.
vi) Reply to all email queries in the RMA department generic mailbox, and ensure proper filing management of all completed RMA.
Secondary
ACR & Stop Shipment
i) Follow up with Sales Team and update APDC on ACR and Stop Shipment’s disposition.
ii) Ensuring replacement order loaded before arranging Refusal or RMA. Also ensure closure of RMA refusal for credit purpose only.
iii) Update ACR report daily and ensuring ACR are not pending more than two(2) working days.
Return to Vendor (RTV)
i) Provide effective support to internal departments ~ Product Marketing and Asset Management to coordinate the return of inventory to the vendors due to stock purging, stock rotation or quality issues by:-
ii) Retrieve CF# from RTV System and forward to Asset Team for qty confirmation before releasing for returns. Gather relevant details complete the necessary paperwork and coordinate with the distribution center to effect shipment back to the vendor.
iii) Prepare Debit Note and submit completed RTV documents to the Finance department for issuance of debit notes to the vendor.
iv) Retrieved DESC report from system. Follow up on RMA RTV issues and unresolved ‘Bad’ returns with AM and branches. Weekly updating of DESC log to AM and APDC to highlight such discrepancy.
Ad-Hoc Request
i) Back-up for Senior or Supervisor Business Operations whenever they are indispose or out of office.
CREDENTIALS:
QUALIFICATIONS
Minimum Requirements: GCE “O” Level or equivalent.
EXPERIENCES
At least 2 years of experience in post sales warranty service and/or RMA capacity
Work Location: ESR BizPark@Changi (short walking distance from Expo MRT station)
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