Sr. Returns (RMA) Coordinator

Location: 

Eden Prairie, MN, US

Job ID:  52057
Category:  Manufacturing & Operations

Stratasys is a world leader in 3D printing!

 

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products, and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

 

The Sr. Returns (RMA) Coordinator is primarily responsible for providing superior customer service by facilitating and coordinating the return of customer products to help maintain effective business relationships. 

 

In this role, the candidate will work closely with external customers as well as internal technical service, sales, engineering, quality, and manufacturing teams to investigate, process, and monitor daily return orders and inquiries.

 

This role will manage customer interaction, return order processing, and investigation projects and will primarily be done with the use of Oracle, Salesforce, and Outlook.

 

The candidate must be able to work comfortably with all levels of an organization, be willing and able to gain an understanding of the technical aspects of our products, and be able to navigate the complex internal processes needed to ensure all customer requests are met within specified timeframes.

 

What you will be doing:

  • Coordinate the return of customer products and provide excellent customer service via phone, email, and other communication tools
  • Review and investigate return requests/inquiries to determine the best possible resolution path
  • Communicate all return requirements and documentation to ensure accurate return disposition
  • Work closely with internal departments such as Sales, Operations, Customer Service / Technical Support, Quality, Engineering, and Manufacturing to ensure customer issue is resolved
  • Handle the day-to-day return order processing and data entry activities
  • Create documentation including RMA forms, FedEx and UPS labels, Bills of Lading, Certificates of Conformance, and Packing Lists
  • Work directly with the warehouse processing the return receipt to identify discrepancies and then update the return order within our systems
  • Identify and escalate quality issues per defined thresholds

 

 Must have for this role:

  • High School Diploma or equivalent
  • 3+ years’ experience in order management, customer service, or operations
  • Demonstrated ability to communicate, present and influence credibly and effectively
  • Proven ability to manage multiple tasks while paying strict attention to detail
  • The ability to deliver high-quality work and capable of collaboration with cross-functional teams as needed
  • Experience communicating with stakeholders, customers, and internal employees on all levels

 

Nice to have:

  • Associate's or bachelor’s degree preferred 
  • Basic ERP (Oracle) experience and training preferred but not required.
  • Salesforce experience preferred but not required.
  • Experience communicating with stakeholders, customers, and internal employees on all levels.
  • Basic to intermediate Microsoft Suite experience (Microsoft Word, Excel, PowerPoint, Outlook)

 

Travel required: 10% domestic

 

What​ ​you​ ​will​ ​be​ ​part​ ​of:

 

Additional Information:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

 

Stratasys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law. Please view Equal Employment Opportunity Posters provided by OFCCP here.


Nearest Major Market: Minneapolis