RMA Operations and Process Improvement Specialist

Job Description

Job Description

RMA Operations and Process Improvement Specialist

Location: Huntsville, AL
Job Type: Full-Time
Industry: Manufacturing / Operations / Customer Service

DirectPath Recruiting Services is partnering with a leading organization to find a detail-obsessed problem solver who thrives at the intersection of customer service, operations, and continuous improvement. Imagine starting your day reviewing new return requests, collaborating with operations to untangle a discrepancy, and ending it by mapping a better process so that the issue doesn’t recur. If that sounds like a great day at work, you’ll fit right in.

What your day looks like

From the moment a Return Material Authorization (RMA) hits the queue, you take the lead—researching order histories, validating data, and working toward one-call resolution. You’ll partner with stakeholders across customer service, manufacturing, and supply chain to meet service levels, monitor KPIs, and push for smarter, faster ways of working. Your toolkit includes advanced Excel skills, a knack for root cause analysis, and the ability to translate business needs into clear functional requirements.

Core responsibilities

• Own and resolve RMA discrepancies and customer inquiries while delivering professional, responsive support.
• Research customer orders and RMA details to achieve one-call resolution whenever possible.
• Leverage systems and tools to quickly answer questions and close issues.
• Collaborate with operations and leadership to meet or exceed customer service and SLA targets.
• Track and interpret RMA metrics and KPIs to spot trends, gaps, and improvement opportunities.
• Collect and analyze data to perform root cause analysis on service and process issues.
• Facilitate process improvement efforts with managers and project teams.
• Document current-state (as-is) workflows and recommend future-state (to-be) processes.
• Identify process gaps, define performance measures, and support implementation of improved workflows.
• Translate business goals into functional requirements and practical process solutions.
• Assist leadership in assessing risk, cost, and timelines for re-engineering initiatives.
• Measure performance against requirements and contribute to targeted improvement plans.
• Support project management activities: schedules, scope, resources, timelines, and risk.
• Contribute to spares inventory optimization and overall inventory efficiency.
• Champion a culture of quality, integrity, customer satisfaction, and continuous improvement.
• Perform other duties as required at company facilities.

Qualifications

• Bachelor’s degree preferred.
• At least 3 years of relevant professional experience.
• Background in customer service, RMA management, operations, process improvement, business analysis, supply chain, or project coordination is highly desirable.
• Exceptional analytical and problem-solving ability; comfortable dissecting complex workflows.
• Skilled at identifying process gaps and communicating as-is/to-be processes to stakeholders.
• Excellent written and verbal communication.
• Advanced Microsoft Office proficiency, especially Excel.
• Strong organization with the ability to juggle multiple priorities and deadlines.
• Proven time management in a fast-paced setting.
• Meticulous attention to detail and accuracy.
• Collaborative approach with management, operations, customers, and cross-functional teams.
• Professional, confident, and helpful demeanor in customer interactions.

Preferred experience

• RMA / Returns Management
• Customer Service Operations
• Process Improvement / Continuous Improvement
• Business Process Analysis
• Root Cause Analysis
• KPI and SLA Performance Management
• Project Management
• Inventory Management / Spares Optimization
• Supply Chain or Operations
• Manufacturing or technical environment
• Advanced Microsoft Excel

Why this role

• Direct, measurable impact on customer satisfaction and operational performance.
• Cross-functional exposure spanning customer service, operations, and leadership.
• Hands-on role in process and continuous improvement initiatives.
• Experience across project management, RMA operations, performance analytics, and inventory optimization.
• Strong potential for career growth within a professional operations environment.