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Customer Support RMA Coordinator (9321052)

As a Customer Support RMA Coordinator at Facebook, you’ll be assisting the Customer Support team with day-to-day operations while focusing on resolving shipping and logistical challenges.

Here at Facebook, we move very fast. In this challenging role, you’ll be surrounded by a passionate team of individuals who are dedicated to the common goal of connecting and bringing the world closer together through AR/VR technology.

Long-term Vision:

  • Collaborate with the Service Operations and Support teams to manage relationships with our customers, the distribution/returns centers, call centers, and cross-functional Facebook teams.
  • Advocate for issue resolution and process improvements to enhance overall order and returns flow for customers.

Daily tasks:

  • Manage the escalations queue to triage and respond to customer inquiries regarding ordering, shipping, and returns.
  • Process various types of RMAs to accommodate customer returns.
  • Investigate and resolve RMA return discrepancies and order issues by utilizing various tools and communicating with customers and our 3PL partners.
  • Leverage Microsoft Excel and other tools to query and interpret raw data, analyze trends, organize batches of information, and create reports.
  • Monitor critical activities and updates from the distribution centers to relay time-sensitive information and communicate it to various departments, as needed.
  • Analyze fulfillment and return center data to ensure its integrity and alert the necessary teams of discrepancies that could disrupt operations or impact customer experience.
  • Requirements:

    • Customer service experience via phone, chat, and/or email. The ideal candidate must be able to de-escalate emotional situations quickly and effectively while maintaining a high level of customer satisfaction.
    • Strong attention to detail, analytical problem solving, multi-tasking, and communication skills (both verbal and written).
    • Experience in reverse logistics, order management, and/or fulfillment operations.
    • Ability to thrive in a fast-paced and start-up like environment and manage multiple ongoing projects and tasks.
    • Microsoft Excel and data reporting experience with multiple ERP systems.
    • Bachelor’s degree and/or relevant work experience – required.

BA/ BS or equivalent experience

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