Working hours – US time zone. L1/superuser -SAP support for RMA team – be an expert for SAP, able to troubleshoot/guide user RMA roles Support and enable RMA department, providing operation support including but not limited to: First point of contact for our direct customers for providing reverse logistics services Maintain solid customer relationships by handling questions and concerns with speed and professionalism Resolve emerging problems as customers highlight. Works closely with our reverse logistics hubs across the world to check on status of incoming shipments Data entry and research as required to troubleshoot customer problems Update return order status within the internal ticketing system and execute reverse logistics orders in SAP Maintain record accuracy with ongoing management of tickets Responsible for ensuring that company policies, procedures and guideline are followed Run KPI metric reports to track ongoing improvements areas Resolve customer complaints, managing database records, drafting status reports on customer service issues Requirement • At least 2 years working experiences • Good command of English for business communication. • Qualification: Skills in MS Office – Word, Excel, Outlook etc for business purposes.