**General Information**: - Req # - WD00084319 - Career area: - Services - Country/Region: - Colombia - State: - Cundinamarca - City: - BOGOTA DC - Date: - Tuesday, July 1, 2025 - Working time: - Full-time **Additional Locations**: - Colombia - Cundinamarca - BOGOTA DC **Why Work at Lenovo**: - We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). **Description and Requirements**: The Services RMA coordinator acts as a single point of contact for returns and refund & replacement ensuring responsiveness and resolution. Utilizing the feedback from the internal and external customers and knowledge built, the Team Lead works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed. The coordinator closely monitors service activity and performance to ensure adherence to the service level KPI’s, timely escalation of issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). The coordinator must be comfortable dealing with all levels of customer representatives as well as all levels of Sales, logistics and Services leadership within Lenovo. **Day to Day** - Service Level Adherence - monitor all ticket from incoming channels to ensure adherence to the stablished KPIs. - Performance Management - monitor the analysts performance. - Relationship/Escalation Management - Respond to client questions and escalations in a timely manner. - Help drive success and change through mentoring team members. - Prevention - Develops and coordinates proactive audit initiatives to detect noncompliance procedures. - Optimization - Leads continuous improvement activities. - Support - Leads complex service delivery processes and navigates committed service deliverables. - Collaboration - Compiles, analyzes, and interprets and present statistical data and trends, Root / cause analysis and action plan development to address the improvement opportunities. **Responsibilities**: - Develop and implement strategies to ensure the highest level of customer satisfaction and retention. - Act as single point of contact for operational issues in a cross-functional matrix environment. - Monitor and analyze team performance and implement corrective measures as needed. - Create and maintain team schedules to ensure adequate coverage and support for clients (ticket assignation). - Train, coach and mentor team members to improve their performance and customer service abilities. - Collaborate with cross-functional teams to identify and resolve complex technical issues for clients. - Develop and maintain strong relationships with key clients to understand their needs and provide a tailored resolution. - Monitor and report on key performance metrics, including customer satisfaction, response time, and issue resolution rate. - Act as a point of escalation for complex or high-priority customer issues. Conduct regular performance evaluations and provide feedback and coaching to team members. - Identify, build, and maintain relationships with customer’s internal management. - Lead continual process development / improvement strategies to optimize customer’s perceptions of service and support. - Management and handling of the relationship with suppliers. - Refunds processing. - Uploading of compensation authorization code to Retail (PAK) - Machine production requests to the plant. - Generation of PO for the acquisition of machines for new cases. - Inventory movement requests. - Detection of anomalies in the refund & replacement processes handled by the analysts. - Monitoring of supplier invoice payments. - Weekly review of R&R; equipment inventory to avoid aging. **KPI** - Quality - End cycle time (ECT) - Average cost per solution - Budget adherence **Basic Requirements**: - Bachelor’s degree in business management, industrial engineering or equivalent experience. - 4 years of experience leading Return Merchandise Authorization (RMA) deparments. - Excellent communication skills, verbal & written in Spanish and English languages. - Exper