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).
