RMA (Return Merchandise Authorization) Specialist

4 weeks ago

Hoffman Estates, United States NSK America Corp Full time
Job DescriptionJob Description

Are you quality-focused, looking to be an integral part of a growing Warehouse team? We are searching for a detail-oriented RMA Specialist. NSK America Corporation serves as the North American Headquarters in Nakanishi's global network. We provide application support, sales and repair service for our dental, surgical, and industrial products.

Job Overview:

The RMA Specialist is responsible for managing the return merchandise authorization process, ensuring efficient and accurate handling of returned products. This role involves coordinating with customers, internal teams, and third-party vendors to resolve return issues, process refunds or replacements, and maintain records of all transactions. Responsible for incoming preparations of product repairs, sanitizing, identification labeling, and for documentation and inspection of return products. This role is also responsible for ensuring service repair shipments are accurate and packaged correctly. This position works closely with the Customer Service and Technician Departments to deliver exceptional customer experience. Assist with the warehouse shipping and receiving functions as required. This position is located in Hoffman Estates, IL.

Duties and responsibilities:

  • Verify the eligibility of returned items, and ensure they comply with company policies.
  • Receive repairs and returns verifying products for accuracy.
  • Match verification of serial numbers and product documentation.
  • Repair preparation of autoclaving/sanitization process following FDA guidelines.
  • Clean, disinfect, sterilize, package, and restock instruments, supplies and equipment.
  • Operate high-capacity sterilization units, ultrasonic cleaning units, and instrument washers.
  • Repair box and product identification labeling.
  • Track and monitor open return authorizations in the system to ensure no oversights occur.
  • Prepare source data for computer entry by compiling and sorting information through Salesforce.
  • Process customer/dealer and account source documents by reviewing data for deficiencies and resolving discrepancies by using standard procedures.
  • Maintain the organization, cleanliness, and general appearance of the sterilizing rooms.
  • Maintain data entry requirements by following data program techniques and procedures.
  • Work with other internal departments such as inventory, quality, and customer service across multiple platforms to coordinate the return process and restock or dispose of returned items as appropriate.
  • Maintain customer confidence and protect operations by keeping information confidential.
  • Follow all NSK work instructions and quality processes.
  • Pull completed repairs and verify accuracy of documentation and used parts.
  • Prepare product in correct wrap to secure safe shipment handling.
  • Transport completed repairs to shipping department for shipping.
  • Maintain work area and department cleaning, organization, and test equipment.
  • Set standard for performance of self, assuming responsibility and accountability for successfully completing service orders.
  • Maintain inventory counts and quality control procedures for incoming and outgoing product shipments.
  • Receive and appropriately sort and store incoming products.
  • Process, pack, and ship orders accurately.
  • Maintain inventory of products; restock as needed.
  • Assists the warehouse team as needed. Pick, pack, and ship orders.
  • Operate a forklift, as needed.
  • Other duties as assigned.

Qualifications:

  • High school diploma or GED equivalent.
  • Data entry skills.
  • Experience with CRM system; Salesforce is a plus
  • Familiarity with FDA guidelines is a plus.
  • Familiarity with OSHA guidelines, knowledge of dental equipment, general procedures and proper infection control protocols preferred.
  • Knowledge of warehouse data systems.
  • Proven work experience in a warehouse setting.
  • Strong organizational skills and attention to detail is important for this role.
  • Exemplary attendance and punctuality.
  • Excellent time management skills.
  • Proficient in analyzing information.
  • Strong communication, problem solving skills, and positive attitude.
  • Maintain a high level of confidentiality and integrity.
  • Ability to skillfully and safely operate a forklift.
  • Familiarity with the use of hand trucks, pallet jacks, and other necessary warehouse equipment.

Physical Demands:

Performing the duties of this job, the employee is regularly required to stand, walk; use of hands and arms. The employee occasionally is required to climb or balance and stoop, kneel, crouch or crawl. The employee is required to lift and/ or move up to 20 lbs. Temperatures inside the warehouse can fluctuate between hot and cold according to seasonal changes.

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