Returns Material Authorizations (RMA) Specialist

About the role

Located at our headquarters in Tamarac, FL, the Returns Material Authorizations (RMA) Specialist is responsible for all aspects of the customer returns process and related credits. This includes the origination of return requests, ongoing customer communication, vendor communication, internal cross-department communication, returns package receiving, returns area warehouse organization and maintenance, product inspections, material disposition, final processing, and related report creation, logging, and reviews with management. Will work within pre-established guidelines to perform the various functions of this position under immediate supervision.

Responsibilities

• Provide exceptional customer service by processing returns, warranties, replacements, and credits accurately and efficiently.
• Review and authorize RMA requests within 24 hours, ensuring timely return processing and follow-up with all stakeholders.
• Maintain detailed logs for return and credit authorizations, vendor follow-ups, and expired RMAs to ensure process accuracy.
• Communicate regularly with customers, vendors, and internal departments to resolve return-related issues in compliance with company policies.
• Prepare and share reports on return status, trends, and process performance to support continuous improvement efforts.
• Identify and recommend process improvements to reduce cycle times and enhance team efficiency.
• Continuously develop product and ERP (SAP) knowledge to improve accuracy and workflow efficiency.
• Maintain financial security and confidentiality by adhering to internal controls and company policies.
• Support customer service queues, assist with shipping exceptions, and serve as a positive team contributor and backup as needed.
• Other duties as assigned.

Requirements

• High School diploma or GED.
• 3+ years’ experience with Customer Service required.
• Thorough knowledge of return policies and procedures required.
• 2+ years RMA experience.
• 2+ years’ experience with an ERP system required.
• Strong computer skills – Microsoft Office (Basic skills in Excel, Word, Outlook).
• Experience with Credit Memos or Requesting Credits for customers required (either from the customer service side or accounting side).
• Order Entry experience, understanding how to research order history and delve into the details.
• Familiar with inventory or inventory processes, as it relates to customers and returns.
• Able to exercise sound judgment within Sonny’s utilizing standard operating procedures and policies to determine appropriate action to achieve resolutions.

Benefits

• 100% employer paid medical plan.
• 401(k) match.
• Additional optional benefit programs including dental, vision, flex spending account, short-term and long-term disability, and life insurance coverage.