Job Details
Job Description:
Intel is seeking a dedicated Customer Returns Manager to provide expert assistance in return for credit (warranty) processes for our key OEM and distributor accounts. This role is essential in ensuring seamless warranty claims, credit issuance, and adherence to Intel's policies. The ideal candidate will leverage data analytics to drive continuous improvement, deliver exceptional customer experiences, and educate stakeholders on RMA processes.
Key Responsibilities
- Account Support: Serve as the primary contact for warranty return and credit requests for designated accounts, ensuring timely and accurate resolution to customer requests/escalations.
- Performance Reviews: Conduct account performance reviews, providing detailed feedback and recommendations for process improvements to key accounts.
- Customer Experience: Analyze customer survey data to identify service trends and opportunities to enhance support and strengthen trusted advisor relationships within the warranty space.
- Credit Issuance: Oversee and facilitate the issuance of credits, ensuring all transactions comply with Intel's warranty policy and financial controls.
- Request Review and Financial Optimization: Evaluate customer return and credit requests with a focus on minimizing unnecessary credit issuance and improving Intel's financial recovery outcomes by identifying cost effective alternatives and ensuring adherence to policy.
- Data Analytics and Improvement: Utilize data analytics tools to monitor account activity, identify opportunities for process optimization, and implement continuous improvements.
- Non-Standard RMA Solutions: Develop and implement tailored solutions for non-standard Return Material Authorization (RMA) scenarios, accommodating unique customer needs.
- Stakeholder Education: Provide ongoing collaboration through education and training to internal teams and external customers regarding RMA processes, policies, and best practices.
Qualifications
Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
Minimum Qualifications
- Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
- Minimum 3 years of experience in customer support, account management, or warranty processing, preferably within the technology sector.
- Proficiency in Mandarin (spoken and written).
- Strong proficiency with CRM platforms and data analytics tools.
- Proven ability to manage multiple high-value accounts and large-scale credit transactions.
- Excellent communication, problem-solving, and organizational skills.
- Demonstrated commitment to policy compliance and process improvement.
Preferred Qualifications
- Experience supporting OEM and distributor accounts in a global technology environment.
- Advanced skills in Excel, Power BI, or other data visualization software.
- Familiarity with RMA processes and credit issuance within the semiconductor industry.
- Certification in Customer Experience Management or related discipline.
Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.
Job Type
Experienced Hire
Shift
Shift 1 (Malaysia)
Primary Location:
Malaysia, Penang
Additional Locations:
Business Group
The Sales and Marketing Group (SMG) leverages the product portfolio to drive Intel's revenue growth and market expansion, blending strategic initiatives with dynamic sales efforts to capture and retain customers. SMG is responsible for empowering the sales force with tools and insights needed to close deals and build lasting customer relationships. Sales analytics and market research ensure strategies are both targeted and impactful. In SMG, disciplined execution, creativity, and ambition are celebrated, providing ample opportunities for career advancement and skill development.
Posting Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.
Position of Trust
N/A
Work Model for this Role
This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change.
