RMA Coordinator

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.
  
  

• Bachelor’s degree required, preferably in Industrial Management, Logistics, Supply Chain Management, or a related field.
• Previous experience in planning, customer service, order entry, order management or operations within a high-tech company.
• Previous experience in international shipping, freight forwarding, or logistics companies will be considered - Strong Advantage.
• Experience working with ERP systems and business applications is required. Familiarity with Oracle ERP -Advantage.
• Familiarity with Cloud Console - Advantage.
• Working knowledge of Outlook, Excel and PowerPoint - Must
• Basic understanding of hardware products and repair processes.
• Highly proficient in English, with the ability to communicate independently and effectively, both verbally and in writing - Must
• Willingness to work full time and provide overtime when required.