RMA Coordinator
$44.7k - $56kiAutomation
iAutomation, a full-service automation company, developing robotic solutions and offering design, engineering, and integration (DE&I) services, product support, and production services, has an immediate opening for a RMA Coordinator in Franklin, Massachusetts .
iAutomation is seeking a RMA Coordinator to serve as the single point of contact for managing customer return requests from intake through final resolution. This role consolidates return-related coordination - including customer communication, vendor communication, and Repair Sales Order/Purchase Order creation - under one accountable owner, eliminating hand-offs between departments and ensuring faster, more consistent case resolution. Acts as the primary point of contact for return requests, working closely with Warehouse, Accounts Receivable, and Quality to ensure customers receive a timely, consistent experience from first contact through closure. 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) and determine the appropriate resolution path
- Communicate pricing, markups, and repair cost estimates to customers and obtain approval/disposition decisions
- 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)
- Coordinate with the Warehouse team on receiving, disposition, and shipping of returned material
- Provide clear shipping instructions and disposition decisions to ensure timely processing
- 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
- NetSuite or a comparable ERP system is strongly preferred.
Please email your resume to View email address on click.appcast.io .
- Principals ONLY - No Third-Party Recruiters
iAutomation Supports Equal Opportunity Employment & Diversity. Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Vacancy posted 1 day ago
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