Returns and Support Coordinator

About the role

The Returns and Support Coordinator serves as the first point of contact for WAV customers seeking Tier 1 technical support, RMA service, and live chat assistance. The role's primary responsibilities are managing customer requests from first contact through resolution and processing RMA and VRA transactions accurately in NetSuite. Using Freshdesk and NetSuite, the coordinator qualifies requests, resolves routine issues through established procedures and checklists, escalates matters to the appropriate engineer or vendor, and remains the customer's liaison until closure. The role also maintains the department's process documentation library.

This position is central to the customer experience, ensuring every return and support request is handled promptly, accurately, and with clear communication at each step. The coordinator works closely with customers, sales, engineering, and the RMA Technician, who serves as the trained backup for this role, with reciprocal backup coverage as assigned. The role is expected to build working knowledge of the networking and broadband technologies WAV sells; product and technology training is provided. Assignments may evolve as the team cross-trains and business needs change, while the essential responsibilities of the position remain in place.

Responsibilities

Customer Communication and Tier 1 Support

• Serve as the primary customer contact for Tier 1 technical support and RMA requests.
• Own customer communication and case coordination from first contact through resolution, including while an engineer or vendor owns the escalated technical work.
• Monitor and respond to live chat in WAV's designated ticketing system (currently Freshdesk), resolving inquiries directly, converting them to tickets, or escalating as appropriate.
• Receive and qualify incoming RMA and technical support requests arriving by ticket, chat, email, or phone; triage and assign per established procedures and the response and resolution targets set by the Lead Integration Solutions Engineer.
• Meet the response, resolution, and vendor-program service targets assigned to each case. Identify cases at risk of missing a target and notify the Lead Integration Solutions Engineer before a breach occurs.
• Resolve routine inquiries using documented procedures and checklists; escalate issues beyond Tier 1 scope to pre-sales engineering or vendor support and follow each escalation through to confirmation.
• Keep customers informed throughout the RMA lifecycle with status updates, documentation requests, and return instructions.
• Relay evaluation outcomes to customers, translating the RMA Technician's findings into clear explanations of the issue and the resolution.

RMA and VRA Processing

• Process RMA and VRA transactions in NetSuite, including issuing RMA numbers, creating replacement orders, applying credits, and completing related documentation.
• Coordinate vendor return authorizations end to end, tracking each through documentation, return shipment, and confirmed credit issuance.
• Manage RMA cases initiated through a manufacturer's ticketing portal when the customer submits the request directly to the vendor. Monitor and update the vendor ticket, escalate delays or issues, and fulfill the WAV-provided replacement when applicable. Keep the WAV and vendor tickets cross-referenced, synchronized, and current from opening through closure.
• Maintain accurate records of all open, pending, and closed RMAs in compliance with internal processes, warranty policies, and vendor requirements.
• Partner with shipping and logistics to keep return shipments and replacements on schedule.
• Schedule pickups with certified electronics recyclers and obtain Certificates of Destruction.

Ticketing, Records, and Reporting

• Create and maintain accurate, current tickets in Freshdesk and matching records in NetSuite for every support and RMA case.
• Monitor ERP dashboards for RMA, VRA, credit, and order status changes, updating records promptly.
• Upload and organize evaluation notes, photos, and supporting documentation, ensuring root cause, tampering evidence, and test results are recorded completely.
• Prepare RMA summary reports and surface recurring failure patterns and field issues to engineering and product development.

Process Documentation and Team Support

• Maintain the department's process documentation library by drafting, organizing, and updating SOPs for assigned role, team, and department workflows.
• Consolidate teammate input, track documentation priorities established by the Lead Integration Solutions Engineer, and route completed or materially revised SOPs for review.
• Keep documentation current as processes evolve, and flag workflows that are undocumented or out of date.
• Provide backup coverage for the RMA Technician's coordination duties as assigned, and participate fully in the team's cross-training program.
• Support quarterly inventory counts by reconciling RMA inventory against ERP records.
• Assist with staging and pre-configuration projects as needed.
• Comply with all company policies and procedures as outlined in the Employee Handbook.
• Perform other duties as assigned by the manager or the Lead Integration Solutions Engineer.

Non-essential Job Functions

• Maintain a clean, neat, and orderly work area.

Qualifications

Education/Experience

• An associate's degree or an equivalent combination of education and experience is required.
• At least two years of experience in one or more of the following areas: customer-facing technical support, ticket management, RMA processing, quality control, service coordination, or process documentation.
• Experience in the distribution industry is preferred.

Language Ability

• Strong written and verbal communication skills, with a professional, courteous tone across chat, email, and phone.
• Able to read and interpret product documentation and specifications, write clear process documentation and routine reports, and keep customers and internal teams informed without prompting.

Math Ability

• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals.
• Ability to compute rates, ratios, and percentages and to interpret charts and graphs.

Reasoning Ability

• Ability to define problems, gather relevant facts, evaluate available options, and reach sound conclusions.
• Able to manage multiple open requests, prioritize them by urgency and service commitment, verify each step of a transaction, identify errors, and follow corrections through completion.

Technical Knowledge

• Must be able to learn and apply return policies, warranty processes, and quality control standards in a distribution environment. Familiarity with these areas is preferred but may be developed through training.
• The role also requires the aptitude and interest to learn WAV's networking and broadband product portfolio; product training is provided.
• Hands-on experience with testing and diagnostic equipment is a plus.

Computer Skills

• Proficiency in Microsoft Office, including Excel and OneNote, is required.
• Experience with Freshdesk or a comparable ticketing and live chat platform, NetSuite or a comparable ERP/CRM, and manufacturer or vendor RMA portals is preferred.
• Must be able to manage credentials for multiple business systems responsibly using the company-issued password manager and learn new tools as business needs change.

Certificates/Licenses

• None required. A Freshdesk or NetSuite certification, or certification in a comparable ticketing or ERP platform relevant to customer service and internal processes, is a plus.

Other Skills/Abilities

• Demonstrates reliable follow-through, accurate recordkeeping, practical problem solving, and professional customer service.
• Organizes and tracks multiple concurrent requests, adjusts to shifting priorities, learns unfamiliar products and processes, and collaborates constructively with teammates.
• Works independently while communicating status, risks, and needed support.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Work Environment

• Indoor, climate-controlled atmosphere.
• Noise level in the office is quiet to moderate.
• Noise level in the warehouse and staging areas is moderate and occasionally loud.

Physical Demands

• Frequently requires the employee to sit, stand, and walk; use hands to handle materials and operate standard office equipment; reach with hands and arms; and talk and hear.
• Specific vision abilities include close vision and the ability to adjust focus.
• Must be able to lift up to 75 pounds.
• When assigned trained backup or staging duties, the employee may operate hand, electrical, and soldering tools, mechanical and digital equipment, a forklift, a scissor lift, and a pallet jack, subject to required training and authorization.