Technical Administrator - Customer Returns

About RDM:

Resource Data Management (RDM) LTD is a leading provider of Energy Management, Refrigeration, and Building Control Solutions. We are dedicated to delivering cutting-edge technologies to improve the efficiency and sustainability of businesses across a variety of industries. Our team thrives on innovation, customer focus, and delivering outstanding service.

Job Description:

As a Customer Returns Technical Administrator at Resource Data Management (RDM) LTD, you will play a crucial role in the technical aspects of the returns and repair processes. You will act as the primary interface between customers, the technical support team, and internal departments to ensure that returned products are processed efficiently, technical issues are resolved swiftly, and customer satisfaction is maintained. This position requires the holder to have excellent communication and problem-solving skills to support both the company and its customers.

Key Responsibilities

· Manage and process customer returns, repairs, and exchanges according to company policies.

· Coordinate with internal teams (sales, support, logistics) to ensure timely handling of returned goods.

· Act as a key contact for customers regarding returns queries and keep them updated on progress.

· Ensure accurate documentation and tracking of returned goods in the company’s systems.

· Issue Return Material Authorisations (RMAs) and follow up to ensure products are returned within specified timelines.

· Prepare reports on return metrics and suggest improvements to the returns process.

· Maintain detailed records of return cases, and ensure a credit note is issued where appropriate.

· Work closely with the warehouse and logistics teams to manage the physical return of products.

· Provide exceptional customer service by resolving issues and answering inquiries in a timely manner.

· Ensure compliance with warranty terms, agreements, and applicable regulations.

Skills Required

· Proven experience in customer service, technical role, returns management, or administration, preferably within a technical or product-based industry.

· Strong communication skills to explain complex technical issues in a clear and understandable manner to non-technical customers.

· Excellent written and verbal communication skills.

· Strong team player with the ability to work closely with various departments, including support, sales, logistics, and engineering.

· A technical background in the field of refrigeration.

· Proven experience in a technical customer service or technical support role, ideally within a control systems or industrial automation environment.

· Ability to work effectively both independently and as part of a team.

· Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with ERP systems or other inventory management software.

· Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Desirable Skills

· A strong technical background in controls systems and products.

· Problem-solving skills and the ability to remain calm under pressure.

Working hours

This is an office-based role at our Glasgow Head office. Core hours are Monday to Friday 8.30 to 5pm with an hour’s lunch break.

What we offer

• Competitive salary and benefits package with optional healthcare.

• Opportunities for professional growth and development.

• Collaborative and supportive work environment.

• The chance to work with cutting-edge technology in a growing industry.

How to Apply

Please submit your CV and a cover letter detailing your experience and why you are a great fit for this role by the 22nd of November.

Resource Data Management LTD is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.