RMA Process Lead (m/f/d)

Job Description: RMA Process Lead
Department: Customer Service
Start Date: ASAP
Employment Type: Full-Time (1.0 FTE)
Language Requirement: Native or Professional Fluency in Arabic (Mandatory)

Role Overview
The RMA Process Lead is responsible for overseeing the end-to-end Return Merchandise Authorization cycle. This role ensures that warranty logistics and vendor returns are handled with maximum efficiency, meeting strict Service Level Agreements (SLAs) and maintaining high standards of operational excellence. The Lead will be a pivotal link between internal teams and external vendors, specifically supporting high value service contracts such as Gigabyte. Key

Responsibilities & Impact

• End-to-End RMA Management: Lead the full lifecycle of the RMA process— including initiation, technical approval, and replacement dispatch—to ensure seamless turnaround times.
• Inventory & KPI Oversight: Maintain rigorous spare-part inventory accuracy, monitor departmental KPIs, and prepare detailed vendor performance reports.
• Cost & Efficiency Optimization: Identify opportunities to reduce warranty logistics expenses and implement process improvements to minimize delays.
• Vendor & Stakeholder Coordination: Act as the primary point of contact for vendors and internal teams to resolve complex return issues and ensure compliance with contractual obligations.
• Contract Execution: Directly support the execution of the Gigabyte services contract, ensuring all quality and timeline commitments are met. Key

Qualifications

• Logistics Expertise: Proficient in warranty logistics, vendor return management, and spare-part inventory control.
• Data-Driven Mindset: Strong ability to analyse logistical data to track performance and implement workflow optimizations.
• Communication: Exceptional coordination skills with the ability to manage multifaceted vendor relationships in multicultural environment. Educational

Background & Experience

• Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• Experience: 4–6 years of professional experience with a focus on vendor management and warranty logistics.
• Certifications: Professional certifications in Quality Management or Logistics (e.g., Six Sigma, APICS) are highly advantageous. Core Competencies
• Process Management: Demonstrated ability to design, map, and optimize complex RMA workflows.
• Vendor Coordination: Skilled in managing supplier relationships and holding partners accountable to performance standards.
• Analytical Skills: High proficiency in data analysis for KPI tracking and reporting.
• Problem Solving: A proactive approach to resolving logistical challenges and supply chain bottlenecks.
• Compliance Orientation: Dedicated to ensuring all processes adhere to strict warranty, regulatory, and contractual standards.