CIC RMA Coordinator

Key Responsibilities

• Manage the end-to-end RMA lifecycle for CIC product lines, serving as the direct point of contact for customers from initiation through closure.
• Manage all RMA documentation, ensuring accuracy and completeness at every stage
• Determine warranty eligibility for inbound RMA requests based on product and contract entitlement
• Provide customers with accurate repair quotes, out-of-warranty pricing, and minimum charge notifications
• Execute FDMR and KYC compliance processes in Salesforces and/or SAP for all applicable RMA transactions
• Validate customer tax exemption certificates by jurisdiction and site
• Ensure all shipment and billing addresses are verified prior to order creation
• Collect purchase orders and/or payment prior to order processing
• Create and manage internal Manufacturing Unit purchase orders
• Maintain accurate records in Salesforce and SAP throughout the RMA lifecycle

Required Qualifications

• A high school diploma/GED
• Minimum of 1 year of experience in a customer service, operations coordination, or order management role

Desired Characteristics

• Strong organizational skills with the ability to manage multiple concurrent transactions
• Clear and professional written and verbal communication skills
• Proficiency with Microsoft Office suite
• Associate degree in a technical field (or equivalent combination of education and work experience)
• Experience with SAP (order entry, compliance processes, or logistics modules)
• Experience with Salesforce or a comparable CRM platform
• Familiarity with RMA, repair, or depot logistics workflows
• Prior experience working within a manufacturing or field service environment
• Strong problem-solving skills with the ability to work efficiently without direct supervision
• Flexible and adaptable; able to navigate changes and modifications in daily tasks
• Proactive approach to conflict resolution and task management
• Customer-focused attitude with a track record of achieving positive results
• Ability to work well in a team environment, sharing ideas and taking initiative