RMA Specialist

About the role

The RMA Specialist is responsible for managing the end-to-end Return Merchandise Authorization (RMA) process and credit process, while supporting order entry and key Customer Relations initiatives. This role serves as a critical liaison between customers, sales, operations, and quality to ensure a seamless customer experience through efficient handling of returns and timely order processing. The ideal candidate is highly detail-oriented, process-driven, and customer-focused, with the ability to manage multiple workflows in a fast-paced environment.

Responsibilities

• Own and manage the full RMA lifecycle, including intake, validation, approval, and submission
• Generate and issue RMAs and ensure all required documentation is complete and accurate
• Coordinate returns for repair, replacement, or credit in alignment with company policies
• Communicate return instructions, expectations, and status updates to customers
• Partner with warehouse, quality, and supply chain teams to track returned materials and ensure timely processing
• Maintain accurate records in ERP/CRM systems to track all RMA activity
• Ensure compliance with warranty policies, return guidelines, and internal controls
• Support escalation management and ensure timely communication and resolution of customer issues
• Identify process gaps and recommend improvements to RMA workflows, aimed at increased efficiency and eliminating waste
• Handle credits and re-bills
• Perform other duties as assigned

Requirements

• Bachelor’s degree in a related field preferred, or a minimum of two years of related experience in customer service, order management, inside sales support, business administration, or RMA/returns processing. An equivalent combination of education and related experience is acceptable.
• Experience with Return Merchandise Authorization (RMA) processes, including intake, validation, documentation, return instructions, status follow-up, credits, re-bills, repair, replacement, warranty, or customer return resolution is preferred.
• Experience with SAP or another ERP system, Microsoft Excel, Microsoft Word, customer communication, problem-solving, prioritization, follow-up, and accurate order processing is preferred.
• Experience in a manufacturing, distribution, logistics, or B2B customer support environment is a plus.

Skills

• Strong attention to detail and data accuracy
• Excellent communication and customer relationship skills
• Ability to manage multiple priorities, follow through on open items, and work cross-functionally
• Process-oriented mindset with a focus on continuous improvement
• Analytical skills with the ability to identify trends and root causes
• Comfort working with ERP/CRM systems and customer records to support accurate tracking and reporting
• Strong Excel skills for tracking, reporting, and follow-up management