Our fast-growing company is seeking an RMA Administrative Representative for our Customer Care team. In this role, you will be responsible for the timely and accurate processing of product RMAs for Blackline Safety. RMA (Return Merchandise Authorization) administration is key to supporting our technical support, repair, and quality teams to deliver world class products and service to our customers.
About Blackline
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company (TSXV: BLN).
Who are you?
You believe in a customer-focused company and want to be part of a team that provides world-class customer experiences. By ‘Going the extra mile’ you support your team to produce high-quality results to ensure our customers are safe. Innovation is part of your DNA and drives you to find solutions to everyday challenges. You are resilient and do not shy away from new or changing priorities. Your logical approach contributes to meeting our service level by overcoming obstacles quickly and with integrity. You demonstrate leadership with your positive attitude and desire to contribute to Blackline Safety’s success in every detail of your day.
What will you do?
- Accurately processes RMA (Return Merchandise Authorization) requests in NetSuite according to internal or customers’ requirements to meet department service levels.
- Verify the eligibility of products for return based on warranty terms, product condition and purchase history.
- Follows department standards and procedures when processing requests and contributes to the continuous improvement of processes.
- Successfully resolve customer inquiries via e-mails or by phone in a proactive, prompt, and professional manner.
- Track and monitor the progress of RMA’s ensuring timely processing and resolution.
- Monitors daily reports related to RMA’s and works with shipping, accounting, distributors, sales representatives, and customers to resolve issues that could impact product shipment and service levels.
- Collaboratively works to resolve discrepancies in RMA information when needed.
- Works with different delivery carrier platforms to obtain documentation, including shipping labels, packing slips, and return instructions.
- Prepare and processes payments for billable RMA services.
- Assists in the retrieval of outstanding RMA products from customers when needed.
- Assists with product receiving as needed, acting as a backup to the RMA receiving administrator.
- Be prepared to embrace ad-hoc requests and support the team at Blackline.
- Develops new skills and knowledge related to Blackline products and services.
Skills & Qualifications
- Post secondary education or equivalent experience.
- 2+ years’ administrative experience preferably in a technical environment
- Experience working with RMA’s or with an ERP/CRM (I.e. NetSuite) system is considered an asset.
- Technical aptitude with the ability to quickly adapt and learn multiple systems.
- Excellent computer skills, with high proficiency in MS Office applications
- Intermediate Excel spreadsheet skills
- Excellent oral and written communication ability
- Professional interpersonal and telephone skills
- Excellent organizational skills and ability to manage multiple priorities.
- High level of attention to detail and accuracy
- Ability to work independently, assume responsibility and add value by being proactive.
- Ability to adapt to a dynamic, entrepreneurial, and fast paced work environment.
- Keen interest in learning and continuous skills and personal development.
Blackline Safety offers
- An experienced, dynamic, and highly motivated team
- An exciting fast paced environment
- Supportive, challenging, and collaborative work environment
- Extended health, dental, vision care
- Education funding
- Company stock purchase plan with matching contributions
Job Types:
• Full-time, Permanent
Location:
• Calgary, Canada
• This position is considered Hybrid
Language:
As a global team, 2nd and multiple language skills are highly desirable
• English (mandatory)
• 2nd language Spanish/French (highly desirable)
• All other 2nd languages (Desirable)
Hours:
• As a global support team, we support 24 hour operation. Full training will be provided and will take place Monday – Friday during the hours of 8am to 5pm. When training is complete shifts could be adjusted to include early AM and include but not limited to Saturday shifts.
