Customer Experience Manager, RMA Service

Job Req ID: 29676

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Supermicro is seeking for a Customer Experience Manager, RMA Service to lead and drive the strategic direction of the RMA operations, ensuring seamless execution of warranty service fulfillments and exceptional customer experience. This role requires close collaboration with cross-functional teams to prioritize customer needs, optimize service processes, and uphold the highest standards of quality and responsiveness. The incumbent will be responsible for overseeing daily operations, implementing continuous improvements, and aligning departmental goals with broader organizational objectives.

Essential Duties and Responsibilities:

The essential duties and responsibilities include, but are not limited to:

• Develop and implement strategies that optimize customer experience and satisfaction.
• Lead and motivate the customer service team to deliver a high standard of customer service
• Arrange/coordinate training to customer service staff to deliver excellent customer service.
• Collaborating with other departments to ensure consistency of customer service handling and resolving customer complaints or issues in a timely and satisfactory manner.
• Case Management & Resolution: Oversee RMA cases, ensure prompt replacement part fulfillment, and clear open backlogs within strict Service Level Agreements (SLAs).
• Perform data monitoring and analytic to identify red flag and put action in place for proactive control or de-escalation.
• Metrics & Process Optimization: Generate performance metrics and analyze data to identify operational bottlenecks and process improvement opportunities.
• Supply Allocation: Work closely with warehouse, production, and repair factories to map out supply allocations when supply constraints arise.
• Cross-Functional Collaboration: Serve as the liaison between the customer, account teams, quality assurance, manufacturing, and global service, and global logistics.
• Customer Reporting: Provide accurate, up-to-date case status reports and lead customer meetings to maintain strong relationships.

Qualifications:

• Experience: Typically, 7 to 10+ years in RMA operations and customer service.  Knowledge on global logistics and supply chain management a plus.
• Technical Knowledge: Proficiency in networking, compute products, or relevant tech hardware, depending on the industry.
• Application skill: CRM, ERP, and MS Office.  Understanding of PLM and BOM a plus.
• Analytical Skills: Strong ability to track KPIs and provide clear data visualizations and graphs to support upper management decision-making.
• Communication: Exceptional presentation skills and the ability to convey complex issues clearly to stakeholders.
• Problem-Solving: Decisive nature to prioritize fulfillment and repair amidst varying capacities and shifting service agreements.
• Education: B.S Business Administration or Management.  Certified Customer Experience Professional (CCXP) a plus

Salary Range

​$100,000 - $135,000 

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.
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EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.