Customer Service RMA Specialist

Carrier is the leading global provider of healthy, safe, and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter, and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

The Customer Service RMA (Return Merchandise Authorization) Specialist manages the RMA process, ensuring customer satisfaction through efficient handling of returns, exchanges, and refunds. This role involves coordinating with multiple departments to resolve issues, assisting customers with RMA procedures, and providing information regarding product issues, warranties, and returns policies. The ideal candidate has strong communication skills, attention to detail, and a customer-focused attitude.

Key Responsibilities

• RMA Management: Process, monitor, and manage all customer return requests (RMAs) according to company policies and procedures.

• Customer Communication: Respond to customer inquiries via phone, email, and live chat about RMA requests, providing accurate information about return processes and policies.

• Record Maintenance: Document and update customer RMA cases in the CRM system, ensuring accuracy and timely resolution of each case.

• Problem Resolution: Collaborate with internal departments (shipping, quality control, finance) to address and resolve RMA issues efficiently.

• Process Improvement: Identify trends in returns or complaints and work with the team to improve service processes, customer communication, and product quality.

• Policy Adherence: Ensure compliance with company return policies and warranty guidelines.

• Reporting: Generate regular reports on RMA metrics, including volume, response time, resolution rates, and customer feedback.

Required Qualifications

• High school diploma or GED.

• 1+ years of experience in customer service.

Preferred Qualifications

• RMA processing experience.

• Strong communication skills, both verbal and written.

• Proficiency in CRM systems (Salesforce, Zendesk, or similar).

• Ability to multitask and manage time effectively.

• Detail-oriented with strong organizational skills.

• Problem-solving skills and a proactive attitude.

• Technical Skills: Knowledge of inventory management systems is a plus.

• Customer Focus: Prioritizes customer needs and ensures customer satisfaction.

• Accountability: Takes ownership of RMA cases and sees them through to resolution.

• Adaptability: Able to work effectively in a fast-paced environment.

• Team Collaboration: Works well with others to ensure customer issues are resolved promptly.

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