RMA Creation – Device Claims Support (eCommerce & Other Claim Channels)

• Process 40-50 RMA requests per day for device claims received through eCommerce and other internal channels.
• Enter and validate claim details in Oracle, ensuring accuracy and timely resolution.
• Collaborate with customer service and operations teams to facilitate efficient returns and replacements.
• Maintain accurate records of RMA entries and support performance tracking.

  Backorder Management – Insurance Protect Program

• Review and cancel or amend backorders in Oracle for Insurance Protect programs when like-for-like replacements are unavailable.
• Communicate any cancellations to the Service team.
• Ensure Oracle reflects correct inventory and order statuses following any adjustments.

  Performance Metrics:

• RMA processing efficiency (average handling time ~6 minutes per device)
• Daily completion targets (50–60 RMAs/day)
• This will increase during peak periods (September to February)
• Accuracy and timeliness of backorder amendments
• Internal SLA compliance and stakeholder satisfaction