Rma Analyst Jobs in Tennessee (NOW HIRING)

Summary:

The Supply Chain Business Analyst supports the Supply Chain & Logistics team by delivering meaningful data, reporting, and analysis that improves operational performance and drives informed business decisions. This role is responsible for developing and monitoring key performance indicators (KPIs) across logistics, inventory, repairs and returns (RMA), supplier performance, product quality, and supply chain costs. By identifying trends, analyzing operational data, and recommending process improvements, the analyst helps optimize efficiency, reduce costs, and enhance customer experience.

The Supply Chain Business Analyst develops and maintains dashboards, scorecards, and executive reporting that provide visibility into the performance of ClearCaptions' supply chain, including captioning phones and other products. This role establishes standardized data collection, reporting methodologies, and KPI definitions to ensure data accuracy, consistency, and meaningful performance measurement across the organization. Working closely with internal stakeholders across supply chain and Operations, Customer Experience, Finance, and other functional teams, the analyst transforms complex data into actionable insights, evaluates the effectiveness of continuous improvement initiatives, and supports strategic decision-making that improves operational efficiency, reduces costs, and ensures products and services are delivered reliably and cost-effectively.

What This Role Does:

• Creates executive-level reports and visualizations using Power BI, Tableau, Excel, or SQL to support supply chain decision-making.

• Develops and maintains data governance standards, KPI definitions, and reporting documentation to ensure consistency, accuracy, and reliability of supply chain data across systems and stakeholders.

• Monitors end-to-end RMA performance including return rates, device failure rates, turnaround times, repair cycle times, and disposition outcomes.

• Develops metrics to track repair costs, replacement rates, and return reasons across products and suppliers.

• Supports NetSuite projects and enhancements by gathering business requirements, documenting workflows, coordinating user acceptance testing (UAT), and helping drive process improvements that increase operational efficiency and data accuracy.

• Analyzes freight spend, carrier performance, and shipping trends to identify cost-saving opportunities and process improvements.

• Monitors service level metrics including on-time delivery, device returns, SLA compliance, and order fulfillment accuracy.

• Performs variance analysis against budget, forecast, and historical performance to identify operational risks and cost drivers.

• Develops, maintains, and automates dashboards and KPI reporting for transportation, warehousing, and overall logistics costs.

• Analyzes failure trends and root causes from returned products to support corrective and preventive actions.

• Supports new product launches to ensure that supplier quality meets the required standard.

• Facilitates root cause analysis and assists with the corrective action of supplier quality issues.

• Reports on KPIs to adhere to process and prevent occurrence of any non-conformity relating to product, process, or system.

• Develops and maintains strong relationships with internal and external stakeholders to ensure optimal performance between ClearCaptions and its suppliers.

• Writes reports to present to management and stakeholders on the current state of supply chain costs.

• Translates business requirements into functional requirements and analytical solutions by partnering with Supply Chain, Operations, Finance, Customer Experience, and IT teams. 

• Performs additional duties as assigned.

What You Will Bring:

• Bachelor's degree in supply chain management, business analytics, data analytics, operations management, statistics, or a related field is required; a master’s degree is a plus. Equivalent combinations of education and relevant experience may be considered in lieu of a degree.

• A minimum of three (3) years of experience in supply chain, logistics, operations, or business data analytics.

• Minimum of three (3) years of experience with NetSuite ERP, Warehouse Management Systems (WMS) and SQL queries.

• Advanced proficiency in Microsoft Excel, including PivotTables, v-lookups, Power Query, complex formulas, and data analysis techniques.

• Experience writing SQL queries to extract, transform, and analyze large datasets.

• Proficiency with business intelligence and data visualization tools such as Power BI, Tableau, or similar platforms.

• Experience developing automated dashboards, scorecards, and recurring executive reporting.

• Experience analyzing large datasets and translating data into actionable business recommendations.

• Strong understanding of supply chain KPIs, logistics operations, inventory management, transportation, and service performance metrics.

• Knowledge of statistical analysis, trend analysis, forecasting, and root cause analysis methodologies.

• Understanding of manufacturing processes and lean methodology.

• Ability to present data effectively.

• Understanding of cost and financial impact.

• Strong problem-solving and analytical skills.

• Strong communication and documentation skills.

• Ability to work with minimal guidance from direct supervision, flexible and adaptable.

• Excellent verbal and written communication, presentation, and problem-solving skills.

• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.

• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.

• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.

• Willingness and ability to work flexible hoursas needed.

• Proficiencyin MicrosoftOfficeSuite andmodern communication tools for virtual teams (e.g., MicrosoftTeams, Slack).

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)

• Keyboarding (50-75%)

• Viewing computer monitor, tablet, and cell phone requiring close vision (50-75%)

• Appropriate personal protective equipment (PPE), including closed-toe shoes, must be worn while working in the warehouse.

Work Environment:

Hybrid: Work is performed in the warehouse in Antioch, TN, or remotely from a home office.