Chuyên Viên Kỹ Thuật Bảo Hành - B2B & B2C/ RMA Customer Service

INTRODUCTION

At Garmin, we strive to develop innovative high-quality, state-of-the-art products that inspire our customers with a more active lifestyle. Our vision is to become the global leader in every market we serve- Aviation, Outdoor, Marine, Fitness, Automotive and Sports.

The foundation of Garmin culture is honesty, integrity, and respect for associates, customers, and business partners.

Each associate is fully committed to serving customers and fellow associates through outstanding performance and accomplishing what we say we will do.

JOB MISSION

We are seeking a dedicated and detail-oriented RMA Customer Service Representative to join our team. The ideal candidate will handle customer inquiries regarding product returns, process RMAs, and ensure a smooth and efficient return process to maintain high customer satisfaction. Additionally, the candidate will be responsible for managing inventory, ensuring accurate stock levels, and maintaining efficient warehouse operations.

Responsibility:

1. RMA process

• Inspect returned products to identify defects or issues.

• Diagnose the root cause of problems and determine whether repair is feasible.

• Provide prompt and effective responses to B2B, B2B customers regarding product technical support, warranty inquiries, among other matters.

• Coordinate with warehouse and logistics teams to manage the return and replacement of products.

• Prepare and process the replacement of products for shipment to customers.

• Communicate with customers to provide updates on the status of their returns and replacements.

• Maintain accurate records of all RMA transactions and customer interactions.

• Ensure compliance with company policies and procedures for handling returns and RMAs.

2. Inventory management

• Monitor buffer supplement and assist with the RMA and reverse logistic.

• Maintain accurate inventory records using our inventory management system.

• Conduct regular stock audits and reconcile discrepancies between physical and system records.

• Implement and maintain inventory control procedures to minimize loss and maximize efficiency.

• Return faulty units to the main office warehouse.

QUALIFICATION:

- High school diploma or equivalent; college degree preferred.

- Understanding and having experience with electronics devices.

- Previous experience in customer service, preferably in a returns or RMA role.

- Knowledge of inventory management systems

- Ability to handle customer complaints and resolve issues effectively

- Ability to work independently and as part of a team.

- Proactive attitude and willingness to learn and contribute to a dynamic team environment.

- Strong attention to detail and accuracy.

Skill:

- Excellent customer service

- Strong problem-solving abilities

- Effective time management and multitasking skills

- Good at Microsoft Office

- English is a must