RMA Specialist

Job Description

Job Description

ebm-papst Inc.

Job Description

Department: Customer Relations

Job Title : RMA Specialist

Position Summary: 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.

Essential Functions of the Job : With or without reasonable accommodation, the employee must be able to perform the following essential functions:

· 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

Recommended Education and Experience

· 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 & Competencies

· 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