Return Merchandise Authorization (RMA) Coordinator

Description

Please submit your CV in English in order to be considered for the role.

As a member of the EMEA Energy & Charging service team, you will help maintain the fleet by ensuring an excellent customer experience and best-in-class availability. You must have a passion for technology and an interest in solving challenges that will transform the world's energy and EV Charging infrastructure.

As part of the service operations support team, you'll have the opportunity to improve our internal operations and support Tesla's Residential Energy Storage service program. You will have the chance to work on special projects, analyzing processes, systems, and data, and own the execution of action plans. You will partner closely with global Tesla internal teams to enhance the owner and installer experience for our rapidly growing Residential Energy customer base.

The ideal candidate will have technical acumen, a track record of exceptional customer service, and an entrepreneurial mindset. You must be able to thrive in a fast-paced, high-energy team environment, managing multiple tasks simultaneously. Your core values should revolve around providing outstanding service while maintaining a calm and focused demeanor.

Responsibilities

• Ensuring Tesla’s Residential customers receive a stellar end-to-end service experience
• Placing orders, working with logistics partners and customers to track progress for warranty replacement cases in the pipeline
• Coordinating the physical returns & internal processing of defective products to Tesla premises in conjunction with return logistics & remanufacturing teams
• Collaborating with residential hardware engineering and technical support teams to forecast failure rates and accordingly manage stock considerations related to the supply and demand of replacement products
• Onboarding new vendors & creating purchase orders for our service partners/Installers to remunerate them for the warranty services provided
• Identifying & driving various improvement opportunities in the Residential service lifecycle, including process & system improvements to enhance the customer experience

Requirements

• Exceptional attention to detail and ability to prioritize workload effectively
• Excellent interpersonal communication skills are required
• Professional fluency in English. Additional European languages are a plus
• Proficient in the Microsoft suite (SharePoint, Office, Excel, PowerPoint, MS Project, Visio) and other analytics tools like Power BI is a plus
  
• Ability to analyze problems and find solutions in a structured manner
  
• Analytical and problem-solving mindset
  
• Ability to work in a team and also an organized and independent manner