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Coordinator 5, Service Operations

📁
Customer Care & Quality Assurance
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JR-0000049661 Requisition #

Western Digital®

 

The next big thing in data is you!

You will coordinate Western Digital’s warranty exchange and Returns (RMA) Service Operations in the EMEA region to ensure optimum process and cost effectiveness.  Meet highest standards and company’s goal of serving our customers in timely manner.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·       Monitor and maintain customer satisfaction, working towards removing possible barriers in ensuring that products are exchanged and returned in line with the warranty policy. 

      

     Coordinate remote Service Centers activities

 

·       Develop and maintain excellent working relationship with Western Digital customers, service centers, and support teams.

 

·       Actively participate in meetings with the Corporate Customer Services, Service Centers and Support teams.

 

·       Coordinate and monitor drive returns and swap inventory, ensuring they are in line with company procedures.

 

·       Manually create RMA’s for Service Centers as required.

 

·       Assist in developing processes to meet specific customer RMA requirements.

 

·       Assist in resolving issues with Service Centers, monitor issues to ensure timely manner closure.

 

·        Assist in training/ developing new regional Service Centers to provide in country RMA processing as necessary.

 

·        Coordinate RMA related queries/issues from Account Management, Technical Support and Finance.

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·        Compile reports/statistics.

 

 

REQUIRED:

·         3 + years of experience in the high-tech industry, preferably in a Customer Service reverse logistics environment.

      

      High school diploma or equivalent, college degree preferred.

 

 

PREFERRED:

·       Familiar with CRM systems and practices, such Oracle and SAP.

·         

     Good understanding of Microsoft Office Package [Excel, Word, Internet  Explorer, Outlook, PowerPoint]

·        

     Experience of working in an international team

 

 

SKILLS:

Excellent oral and written skills in English.


·       Requires excellent communication and organisation skills. 

     

     Use initiative to proactively identify opportunities and issues.

 

     Ability to work independently and as a team member.

    

     Develops and maintains effective working relationships with others.

      

     Ability to work in a fast-paced environment while maintaining quality of work.

 

 

ABOUT WESTERN DIGITAL:

 

The future. It’s on you. You & Western Digital.

We’ve been storing the world’s data for more than 50 years. Once, it was the most important thing we could do for data. Now we’re helping the world capture, preserve, access and transform data in a way only we can.

The most game-changing companies, consumers, professionals, and governments come to us for the technologies and solutions they need to capture, preserve, access, and transform their data.

 

But we can’t do it alone. Today’s exceptional data challenges require your exceptional skills. It’s You & Us. Together, we’re the next big thing in data.

 

Western Digital® data-centric solutions are found under the G-Technology™, HGST, SanDisk®, Tegile™, Upthere™, and WD® brands.


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