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The RMA Service Coordinator will be a key part of the Service Operations team working with a cross-functional team including Enterprise Support Services, Service Product management, Networking Business Unit, and our logistics partners to ensure world class execution to our service level agreements with customers. The service coordinator will drive process improvements, track 4PL partner performance, maintain execution metrics and act as an escalation point to ensure on-time delivery performance for our customers worldwide.

What you'll be doing:

Lead all aspects of performance and execution of the Forward Stocking Locations logistics partners and 4PL support operations to dispatch customer orders. This position covers EMEA time zone support.

Escalation point of contact for import/export issues to resolve with our Global Trade Compliance team and EOR/IOR partners.

Hold weekly meetings with logistics/4PL partners to track operational performance.

Ensure customer service parts replacements are shipped to meet specified service level agreement (SLA).

Investigate service misses, issue corrective action, and track resolution of root causes for SLA misses with our logistics suppliers.

Ensure customer RMA returns are routed and processed accurately and in a timely manner.

Work the logistics, warehousing, repair operations and 4PL partners to continuously improve processes.

Ensure inventory replenishment orders are processed on time.

Review shipment backlog and resolve gating replenishment and defective return shipments.

Regional coverage - disposition day to day challenges for FSL-Support, NCR-India, Repair sites and UPS FSL operations teams.

Publish metric measuring data integrity between SAP/CRM and FSL systems.