Customer Service RMA Lead Co-Ordinator EMEA (HID-5753)

HID Global
Galway Europe, Middle East and AfricaIrelandGalway


Customer Service RMA Lead Co-Ordinator EMEA (HID-5753)


Location: Galway



Key stakeholder for customer service engagement with Quality Management strategy for RMA & ISO standards

Responsible to implement & record new processes, procedures and training to ensure CS EMEA is compliant to current ISO Standards certifications and all documents are controlled and uploaded to Agile.

Managing and advocating for effective delivered quality resolution ensuring necessary control and accurate reporting to management.

Managing all credit requests ensuring necessary control and accurate reporting to management.

Validates and processes all sample requests; implement new process for sample approvals via to give traceability to organization and allow for digital authorizations.

Duties and Responsibilities include the following. Other duties may be assigned.

  • Support the embedding of a culture of first time resolution.
  • Work closely with the management team to feedback quality performance of individuals and teams, identify trends and training needs and implement refresher training/coaching to drive improvements.
  • Manage incident reporting for CS EMEA; Attending weekly QM meeting, working with Senior Team Leaders to ensure deliverable quality issues are resolved effectively and preventative actions and/ or training is appropriated to resolve any gap in process or knowledge.
  • Create a high performance culture - make people want to exceed.
  • Works proactively with Customer Service Senior Team Leads to identify training needs, create training to resolve gaps and co-ordinate delivery of training as appropriate.
  • Manage and process ‘Flexible’ RMA’s; Flexible RMA = order entry / production / shipping error clearly validated and product not reusable. Credit under flexi RMA and reorder on standard order. TTP is still raised.
  • Create and manage work instructions specific to CS EMEA but aligned to Global CS WRI’s. All controlled documents to be kept current and any new processes or working forms/docs to be controlled.
  • Ensure CS EMEA is compliant to latest ISO standard certification. Work closely with site QM to understand the full expectation/requirements and review gap analysis.
  • Manage all credit requests. Monthly report out on GBU, sub region, root cause & value. Visual for tracking any pattern and ensuring full disclosure to management.
  • Process all sample orders for CS EMEA. MBO; Implement new system using
  • Process all up trade and other reconcilable credits.

Candidate requirements

  • An approachable, dedicated and reliable leader who understands how to get the best out of people
  • You must have strong and demonstrable coaching, performance & personnel skills.
  • You must have experience of writing controlled documents / work instructions.
  • A strong understanding of how to motivate and evoke trust from your team mates enabling effective and thorough investigation of DQ issues.
  • Experience of building networks with Internal and External Stakeholders and representing Customer Service across the wider business
  • Team Player - advocates working together to reach goals
  • Excellent communicator - verbal and written - presentation skills, at all levels
  • A proactive and highly organised approach and the ability to work well under pressure and at pace
  • A keen eye for detail and the ability to identify process improvements to make the Customer Service department more efficient & improve First Time Resolution
  • A positive attitude, persistence, influencing skills and plenty of energy!
  • Knowledge of ISO standards certification and/or requirements.

Language Skills                   

  • Ability to effectively communicate in the English language verbally and in writing. Other languages an advantage
  • Ability to  create, read and interpret process documentation including flow chart and work instructions.


Computer Skills     

  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
  • Familiar with operating systems, such as Windows, etc.
  • Oracle


Customer Expectations

  • Improved DQ solution experience; Improved efficiency Sampling; Improved Credit, Process and Document control



Work Environment

  • Employee works primarily in an office environment, with in a well ventilated area, and is exposed to moderate noise levels.


Work Requirements

  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Travel and fieldwork may include international travel, therefore employee must possess or can acquire a valid passport.
  • Must be legally eligible to work in Ireland



Final Application Date: 20th December 2019

*No 3rd party agency engagement required for this role*


HID Global is an equal opportunities employer 


HID Global powers the trusted identities of the world's people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand.