RMA Coordinator

RMA Coordinator

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 an RMA Coordinator in Franklin, Massachusetts.

iAutomation is seeking an 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

Order & Vendor Coordination

• 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)

Warehouse & Fulfillment Coordination

• Coordinate with the Warehouse team on receiving, disposition, and shipping of returned material
• Provide clear shipping instructions and disposition decisions to ensure timely processing

Billing & Quality Support

• 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

Qualifications

Requires a high school degree, associate's degree preferred, and 1 to 3+ years of experience in customer service, order processing, purchasing, or logistics coordination.

• NetSuite or a comparable ERP system is strongly preferred.

Salary Range : $44,700 $56,000 annually.

This range reflects the expected base pay for this position in Massachusetts and is based on internal equity and the established job family compensation structure. Actual compensation may vary based on experience, qualifications, and performance.

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.