RMA Coordinator

Return Material Authorization Coordinator

As the Return Material Authorization Coordinator for Storyteller Overland, you will be responsible for processing and managing product returns and exchanges in a timely and efficient manner. You will work closely with customers, suppliers, and various internal departments to ensure a seamless return process while adhering to company policies and procedures.

General Responsibilities including such things as:

• Review and approve RMA requests against warranty and return criteria, both pre and post sale, ensuring only valid returns are authorized and minimizing unnecessary cost exposure
• Issue and manage RMA documentation to ensure accurate tracking, accountability, and timely resolution of returns,
• Work with new vendors to ensure RMA policies positively impacts the P&L, Serve as the primary point of contact for customers, internal teams, and partners, delivering clear communication and driving efficient, cost-conscious return outcomes,
• Provide precise return instructions and shipping guidance to reduce errors, avoid excess freight costs, and accelerate turnaround times,
• Inspect and evaluate returned products to determine root cause and optimal disposition (restock, repair, refurbish, vendor return, or scrap), maximizing recovery value,
• Document defects and failure trends, partnering with Quality, Engineering, and Operations to reduce repeat issues, warranty claims, and future costs,
• Maintain accurate inventory and system updates in NetSuite, ensuring returned goods are properly accounted for and financial impacts are reflected in real time,
• Coordinate return logistics with internal teams and external partners to minimize delays, reduce freight expense, and improve cycle times,
• Manage supplier and vendor return processes, securing credits, replacements, or reimbursements to recover cost and protect margins,
• Track and reconcile all RMA-related financial activity, ensuring proper credit issuance and minimizing leakage,
• Analyze RMA data and trends, identifying root causes, cost drivers, and opportunities to reduce return rates and warranty spend,
• Generate regular reporting on RMA performance, including financial impact, recovery rates, and process efficiency,
• Continuously improve and standardize RMA processes, driving centralization, scalability, and measurable cost savings across the organization,
• Act as a steward of company resources, ensuring disciplined decision-making that reduces waste, improves margin, and positively impacts the P&L,
• Contribute to other initiatives and responsibilities as needed to support business priorities and team success.

Work Schedule:

• Fixed: Generally Monday - Friday from 8:30 a.m. to 5 p.m.

Qualifications/Skills:

• Ability to manage multiple priorities simultaneously while maintaining organization, urgency, and follow-through, high level of accountability and ownership with the ability to work independently and make sound decisions within company guidelines, strong analytical and financial awareness with the ability to evaluate return trends, identify cost drivers, and support margin protection initiatives, and the ability to work cross-functionally with Quality, Operations, Engineering, Customer Experience, Procurement, and Finance teams to drive timely resolution of RMA.

Education and Experience:

• High school diploma or GED
• Proven experience in a similar role, preferably in a customer service or logistics environment
• Familiarity with inventory management systems and software
• Strong communication and interpersonal skills
• Detail-oriented and capable of maintaining accurate records
• Problem-solving and decision-making abilities
• Knowledge of company policies and industry regulations regarding returns and warranties

Physical Requirements:

• The ability to lift and carry objects weighing up to 50 pounds Events often require long hours of standing and walking while engaging with participants, managing event displays, and facilitating interactions Successful execution of events necessitates assembling and disassembling displays, booths, and equipment, which may involve bending, lifting, and reaching Employees must have good visual and auditory acuity to interact with others, monitor event activities, and perform tasks as needed For tasks involving computer work or documentation, employees may be required to sit for extended periods This role requires regular operation of company vehicles, including cars, vans, or trucks, to perform job duties. Employees must have a valid driver's license and the ability to safely operate vehicles in accordance with local traffic laws and company policies.

Position Scorecard:

• Core Competencies - Financial and Commercial Acumen, Analytical and Root Cause Thinking, Process Discipline, Operational Excellence, Vendor and Recovery Management, Communicative, Cross-Functional Collaborator, Takes Ownership, Accountability, Continuous Improvement Mindset, Attention to Detail
• Position Mission - The RMA Coordinator centralizes and standardizes the returns process across the organization, creating a scalable and efficient system that drives accountability and consistency. This role maximizes recovery, reduces waste, and improves cycle times, contributing directly to financial performance and operational excellence.
• Anticipated Outcome - Coordinates a streamlined, data-driven RMA process that improves cycle time, reduces waste, and maximizes financial recovery across all return activity.

Exemption Status: Exempt