Customer Returns Manager

TL;DR

Customer Returns Manager: Providing expert assistance in warranty return and credit processes for key OEM and distributor accounts, with an accent on ensuring timely and accurate resolution of customer requests and adherence to hirify.global's policies. Focus on leveraging data analytics to drive continuous improvement and optimize financial recovery outcomes.

Location: Hybrid work model in Shanghai, China

Company

hirify.global is a technology corporation that designs and manufactures semiconductor products to drive revenue growth and market expansion.

What you will do

• Serve as primary contact for warranty return and credit requests for designated accounts, ensuring timely and accurate resolution.
• Conduct account performance reviews, providing detailed feedback and recommendations for process improvements.
• Analyze customer survey data to identify service trends and enhance support within the warranty space.
• Oversee and facilitate credit issuance, ensuring all transactions comply with hirify.global's warranty policy and financial controls.
• Evaluate customer return and credit requests with a focus on minimizing unnecessary credit issuance and improving financial recovery.
• Utilize data analytics tools to monitor account activity, identify opportunities for process optimization, and implement continuous improvements.
• Develop and implement tailored solutions for non-standard Return Material Authorization (RMA) scenarios.
• Provide ongoing collaboration through education and training to internal teams and external customers regarding RMA processes, policies, and best practices.

Requirements

• Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
• Minimum 3 years of experience in customer support, account management, or warranty processing, preferably within the technology sector.
• Proficiency in Mandarin (spoken and written).
• Strong proficiency with CRM platforms and data analytics tools.
• Proven ability to manage multiple high-value accounts and large-scale credit transactions.
• Excellent communication, problem-solving, and organizational skills.
• Demonstrated commitment to policy compliance and process improvement.

Nice to have

• Experience supporting OEM and distributor accounts in a global technology environment.
• Advanced skills in Excel, Power BI, or other data visualization software.
• Familiarity with RMA processes and credit issuance within the semiconductor industry.
• Certification in Customer Experience Management or related discipline.

Culture & Benefits

• Hybrid work model, allowing employees to split time between working on-site at an assigned hirify.global site and off-site.
• Opportunities for career advancement and skill development within the Sales and Marketing Group.
• A culture that celebrates disciplined execution, creativity, and ambition.