Key Responsibilities:

• Being the focal point for the TAT (turn-around-time) of all reverse logistics in relation to Fortinet End users.
• Meet Fortinet SLA and apply policy standards
• Ensure phone support service
• Process both manual and automated RMA-related orders.
• Attend to all emails and enquiries on RMA-related issues.
• Follow up on any RMA escalation and report to management.
• Participate in the Physical Inventory process by investigating and solving inventory discrepancies
• Participate in the RMA process and performance enhancement.
• Verifies and corrects RMA discrepancies in the systems.
• Manages internal and external RMA escalations.
• Follow up on internal inventory transfer to remote RMA depots upon stock shortage.
• Coordinate with internal teams on RMA trends and level 1 Failure analysis request form internal and external stakeholders.
• Maintains internal RMA websites current with relevant updates or enhancements.

Requirement:

• Associate or Bachelor’s degree in Business, Operations Management, Electronics, or related technical field preferred; equivalent experience considered.
• 2–4 years of experience in RMA operations, repair services, or reverse logistics.
• Strong understanding of RMA processes, warranty policies, and product return workflows.
• Familiarity with ERP or RMA management systems; Oracle i11 experience preferred.
• Transportation or logistics experience preferred.
• Strong organisational and communication skills.
• Detail-oriented with a structured approach to problem-solving.
• Ability to collaborate effectively with cross-functional teams (repair, engineering, supply chain, and customer service).
• Microsoft Office proficiency
• Ability to multitask in a fast-paced environment

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Job Summary: The RMA Operations Specialist is responsible for managing end-to-end reverse logistics operations, ensuring timely resolution of RMA cases while maintaining service level agreements (SLAs). This role acts as a key point of contact for customers, distributors, and internal teams, driving operational efficiency, inventory accuracy, and continuous process improvement.