| Location | Huntsville, AL |
Location: Huntsville, AL
Job Type: Full-Time
Industry: Manufacturing / Operations / Customer Service
DirectPath Recruiting Services is partnering with a leading organization to identify an experienced RMA / Customer Service and Process Improvement Specialist to support customer service operations, resolve RMA discrepancies, analyze business processes, and improve operational performance.
This position is ideal for an analytical, customer-focused professional who enjoys problem solving, process improvement, project coordination, inventory optimization, and cross-functional collaboration. The successful candidate will work with customers, operations, management, and project teams to provide timely resolutions while identifying opportunities to improve business processes and service-level performance.
Manage and resolve RMA (Return Material Authorization) discrepancies and customer requests while providing professional, responsive customer service.
Research customer orders, RMAs, and related information to provide one-call resolution whenever possible.
Use available systems, tools, and resources to answer customer questions and resolve issues efficiently.
Partner with operational stakeholders to ensure customer service and SLA performance goals are met or exceeded.
Monitor key RMA performance metrics and KPIs to identify trends, performance gaps, and opportunities for improvement.
Collect and analyze data to perform root cause analysis of service-level and process performance issues.
Facilitate process improvement initiatives with management and project teams.
Analyze current-state ("as-is") processes and develop recommendations for future-state ("to-be") processes.
Identify process gaps, develop performance measurements, and assist with implementation of improved workflows.
Research business processes and help translate business objectives into functional requirements and process solutions.
Assist management in evaluating the risk, cost, and timeframe associated with process re-engineering initiatives.
Measure process performance against established requirements and help develop improvement plans to address performance shortfalls.
Assist with project management activities, including project schedules, scope, resources, timelines, and risk management.
Support strategic spares inventory optimization and help identify opportunities to improve inventory efficiency.
Promote a work environment focused on quality, integrity, customer satisfaction, and continuous improvement.
Perform other duties as required at company facilities.
Bachelor's degree preferred.
Minimum 3 years of relevant professional experience.
Experience in customer service, RMA management, operations, process improvement, business analysis, supply chain, or project coordination is highly desirable.
Strong analytical and problem-solving skills with the ability to analyze complex processes and workflows.
Ability to identify process gaps and communicate current-state and future-state processes to internal users and stakeholders.
Excellent written and verbal communication skills.
Advanced proficiency with Microsoft Office, particularly Microsoft Excel.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
Proven ability to manage time effectively in a fast-paced environment.
Strong attention to detail and commitment to accuracy.
Ability to work collaboratively with management, operations, customers, and cross-functional project teams.
Demonstrated ability to maintain a professional, confident, and helpful demeanor when working with customers.
RMA / Returns Management
Customer Service Operations
Process Improvement / Continuous Improvement
Business Process Analysis
Root Cause Analysis
KPI and SLA Performance Management
Project Management
Inventory Management / Spares Optimization
Supply Chain or Operations
Manufacturing or technical environment
Advanced Microsoft Excel
Opportunity to make a direct impact on customer satisfaction and operational performance
Work in a cross-functional environment involving customer service, operations, and management
Opportunity to contribute to process improvement and continuous improvement initiatives
Exposure to project management, RMA operations, performance analytics, and inventory optimization
Career growth within a professional operations environment