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'Recruiting for your future success.’
Our client are growing! As a people-driven technology company, our client proudly drive innovation, practice resiliency, demonstrate leadership, go the extra mile for their customers and empower our people to be their best. They are a world leader in the development and manufacturing of wirelessly connected safety products, which are designed to save lives and monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of the planet.
RMA Supervisor - Global
Salary Negotiable DOE | Colchester | Mon-Fri 8:30-5 (hybrid working) | Excellent Holiday Allowance/Company Share Scheme/Life Insurance/Pension/Company Events/Great Company Culture |
Our client are seeking an experienced and detail-oriented RMA Supervisor-Global to lead and scale their return merchandise authorization (RMA) operations across all regions. In this role, you’ll oversee the end-to-end global return process for their hardware products—ensuring world-class customer service and efficient return management. You'll collaborate closely with regional logistics hubs, technical support, quality assurance, and order management teams to drive root cause analysis, product improvements, and return reduction strategies.
Duties (include but are not limited to):
- Lead a geographically dispersed RMA team, providing clear direction, hands-on training, and consistent performance management.
- Develop, implement, and enhance RMA policies and procedures to streamline operations, improve customer experience, and ensure regional compliance.
- Collaborate cross-functionally with customer service, quality control, inventory, and shipping departments to resolve return-related issues quickly and effectively.
- Train, coach, and evaluate RMA team members; conduct regular performance reviews to support professional growth.
- Manage RMA documentation and maintain accurate records in alignment with internal policies and global regulatory standards.
- Respond to and resolve escalated customer issues or complaints related to the RMA process.
- Monitor and analyze key return KPIs; deliver actionable insights and reports to senior leadership.
- Lead root cause investigations and continuous improvement initiatives aimed at reducing return rates and enhancing overall satisfaction.
- Serve as the primary escalation point for complex or high-impact global return issues, driving fast and customer-centric resolutions.
- Standardize and enforce global RMA workflows while remaining adaptable to region-specific logistics, regulations, and expectations.
Person Specification:
- 3+ years of experience in returns processing, inventory management, or reverse logistics—ideally within the tech or hardware sector.
- Minimum of 2 years in a supervisory role, with experience leading a team of 5 or more direct reports.
- Strong understanding of hardware return flows, warranty programs, and customer support operations in a tech environment.
- Exceptional communication skills with the ability to lead and collaborate across cultures, languages, and time zones.
- Excellent organizational, analytical, and problem-solving skills.
- Proven ability to multitask and thrive in a fast-paced, high-volume environment.
- Data-driven mindset with hands-on experience using tools for operational analysis and reporting (Power BI, Excel).
- Prior experience working with remote or global teams.
- Additional languages skills are considered an asset
DBS / Criminal Records Check undertaken by client: YES
PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.
If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our upmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.
