RMA Coordinator

Description:

AudioCodes is looking for an RMA Coordinator who will be responsible for managing the complete Return Material Authorization process, from the initial customer request through product repair and return. The role coordinates customers, field engineers, repair teams, logistics providers and subcontractors to ensure efficient service operations and high customer satisfaction. It also includes planning replenishment, service warehouse management, shipment tracking, contract verification, KPI analysis and support of global service operations.

• Manage the end-to-end RMA process, including replenishment, hardware issue identification, case handling, order creation, repair coordination and customer returns.
• Open and manage service orders according to contract type and service entitlement.
• Coordinate and monitor import and export shipments related to RMA activities.
• Operate and manage global service warehouses.
• Provide timely updates to customers and field engineers in Israel and abroad.
• Work daily with Oracle ERP and Cloud Console systems.
• Review and update service contracts, credits and geographic contract coverage.
• Analyze quarterly performance indicators and prepare KPI reports.
• Develop and implement new internal, departmental and global processes and projects.
• Manage subcontractor customer activity, including PO-based order creation, shipment reporting, follow-up and expediting.

AudioCodes (Nasdaq: AUDC) is a global leader in enterprise voice technology and Voice AI innovation for the digital workplace and customer experience. We help organizations unlock the full value of voice, transforming every conversation into a strategic asset that drives smarter decisions, better experiences and business growth. Our portfolio spans secure voice infrastructure, unified communications and contact center, with next-generation AI-powered voice solutions. With over 30 years of expertise and presence in more than 100 countries, AudioCodes is trusted by 65 of the Fortune 100 to power intelligent, agile and future-ready interactions across businesses worldwide.