RMA Coordinator

About the role

iAutomation, a full-service automation company developing robotic solutions and offering design, engineering, and integration (DE&I) services, product support, and production services, is seeking an RMA Coordinator in Franklin, Massachusetts. This role serves as the single point of contact for managing customer return requests from intake through final resolution, consolidating return-related coordination under one accountable owner to eliminate hand-offs and ensure faster, more consistent case resolution.

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) and 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 — no hand-off to a separate purchasing function.
  • 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

• High school degree required; associate’s degree preferred.
• 1 to 3+ years of experience in customer service, order processing, purchasing, or logistics coordination.
• NetSuite or a comparable ERP system experience strongly preferred.

Pay

Salary range: $44,700 – $56,000 annually. This range reflects the expected base pay for this position in Massachusetts and is based on internal equity and the established job family compensation structure. Actual compensation may vary based on experience, qualifications, and performance.