RMA Coordinator

Key Responsibilities

• Return Intake & Customer Communication
  • Process incoming RMA requests submitted through the RMA Form or Action Requests
  • Serve as the primary point of contact with the customer throughout the return process
  • Evaluate and categorize return requests (reason for return, financial threshold, warranty status)
  • Determine the appropriate resolution path
  • Communicate pricing, markups, and repair cost estimates to customers and obtain approval/disposition decisions
• Order & Vendor Coordination
  • Create and maintain Repair Sales Orders, Replacement Sales Orders, and Return Authorizations (RAs) in NetSuite
  • Contact vendors directly to obtain Return Material Authorization numbers (RMA#s) and warranty determinations
  • Create and maintain Repair Purchase Orders and Vendor Return Authorizations (VRAs) directly with the vendor
  • Track open cases and follow up proactively to avoid delays (e.g., vendor response times)
• Warehouse & Fulfillment Coordination
  • Coordinate with the Warehouse team on receiving, disposition, and shipping of returned material
  • Provide clear shipping instructions and disposition decisions to ensure timely processing
• Billing & Quality Support
  • Partner with Accounts Receivable to ensure credits, invoices, and vendor payments are processed accurately
  • Maintain clear, consistent documentation to support Quality's trend monitoring and corrective action processes

Qualifications

• A high school degree, associate’s degree preferred, and 1 to 3+ years of experience in customer service, order processing, purchasing, or logistics coordination
• NetSuite or a comparable ERP system is strongly preferred

Pay

Salary Range: $44,700 - $56,000 annually.