RMA Coordinator

Location: Singapore Office; Hybrid

Company

hirify.global develops cybersecurity and application delivery solutions that help organizations create, secure, and operate applications.

What you will do

• Process RMA requests according to hirify.global quality procedures, including ordering replacement hardware, linking serial numbers to parent IDs, and enabling replacement units for licensing.
• Prioritize and execute service orders according to customer entitlement, including 4-hour, next-business-day, and standard RMA service.
• Monitor RMA queues in the customer relationship management system and respond to 4-hour requests within 10 minutes and other service order requests within 120 minutes.
• Verify service order completeness and entitlement, communicate status accurately, and maintain customer and install-base data integrity.
• Interact with customers during hardware replacement, complete RMA templates, answer follow-up questions, and retrieve defective units.
• Research entitlement issues, support escalations, reporting, administrative projects, and process improvements while providing regional leadership, training, and mentoring.

Requirements

• 3–5 years of experience in customer service or sales and 1–2 years of experience with data entry and databases.
• Experience working in a high-volume environment, handling customer interactions by phone and email, multitasking, and coordinating cross-functional activities.
• Excellent English communication skills.
• Ability to work independently and as part of a global 24 x 7 team across international boundaries and cultures.
• Working knowledge of IT industry maintenance practices, Microsoft Suite, Salesforce applications, and databases.
• Strong organizational and time-management skills, logistical and communication abilities, and sound judgment in fluid and ambiguous customer situations.
• Highly motivated, goal-oriented, self-directed, and willing to share knowledge with peers.

Nice to have

• Associate degree or higher.
• Salesforce Service Cloud power-user experience.

Culture & Benefits

• Career growth and development opportunities.
• Recognition and rewards.
• Employee Assistance Program.
• Competitive pay, comprehensive benefits, and additional perks.
• Diversity and inclusion interest groups and opportunities to contribute to the community.

Hiring process

• Apply through the official hirify.global hiring process; hirify.global contacts candidates only through hirify.global email addresses ending in @hirify.global.com or Workday notifications from hirify.global.com or myworkday.com.