RMA - Return Material Authorization Coordinator

Position Summary

The RMA Coordinator manages the end-to-end return process for customer products and materials, ensuring timely authorization, receipt, inspection, disposition, and credit/replacement issuance. This role partners closely with Customer Service, Quality, Production, Warehouse, and Finance to drive root-cause visibility, reduce repeat returns, and improve customer satisfaction. The RMA Coordinator maintains accurate records, reconciles returns against policy, and provides actionable reporting on trends and cost of returns.

Job Duties

• Manage end-to-end RMA processing, ensuring all returns are authorized, received, inspected, and resolved in alignment with company policies and timelines.
• Review and validate RMA requests for completeness, warranty eligibility, and purchase history.
• Issue RMA numbers and provide clear return instructions, timelines, and expectations to customers.
• Coordinate inbound logistics with Warehouse; monitor return shipments and resolve delays or discrepancies.
• Ensure proper receipt, identification, and routing of returned materials to the MRB area.
• Partner with Quality to perform inspections and document defect data, including failure analysis and fault determination.
• Collaborate with Manufacturing to assess repair scope, labor requirements, and replacement needs.
• Facilitate disposition decisions (repair, replace, credit, scrap, rework, return-to-vendor) in alignment with internal teams and customer agreements.
• Enter and manage RMA transactions in ERP/CRM systems, including job creation, tracking, and closure.
• Process credits, replacements, and warranty claims; ensure accurate inventory adjustments and financial reconciliation.
• Serve as the primary customer contact for RMA status updates, quotes, and final resolution.
• Communicate evaluation results and manage customer approvals for disposition actions.
• Support Engineering and Quality in CAPA activities; track and report on recurring issues.
• Maintain RMA documentation, SOPs, and audit-ready records in compliance with quality standards.
• Ensure adherence to safety, EHS, and regulatory requirements, including traceability of serialized or lot-controlled products.
• Provide support for general planning and scheduling activities as needed, including assisting with production planning, prioritization of work orders, and coordination of resources to meet business demands.

Key Deliverables (KPIs)

• Standard RMAs processed from receipt to disposition within 10-15 business days
• Complex RMAs completed within customer-committed timelines (99% on-time)
• Maintain 95% accuracy in ERP transactions, RMA records, and inventory adjustments
• Initial RMA response issued within 1 business day, Status updates provided within 48 hours of key milestones
• Process and manage X+ RMAs per week/month (to be defined based on volume)
• Ensure 100% capture of defect and failure data for analysis
• Maintain 100% alignment between RMA transactions and Finance records (credits, costs, inventory impact)
• Deliver weekly/monthly reports on return rates, defect trends, turnaround time, and cost of returns

Competencies

• Demonstrates strong analytical thinking by evaluating return trends, identifying root causes, and supporting data-driven decision-making.
• Maintains a high level of attention to detail, ensuring accuracy in documentation, system transactions, and defect tracking.
• Communicates clearly and professionally with customers and cross-functional teams to ensure alignment and timely resolution of issues.
• Applies effective problem-solving skills to troubleshoot issues, resolve discrepancies, and escalate concerns when necessary.
• Manages time and priorities efficiently, successfully handling multiple RMAs at various stages while meeting deadlines.
• Collaborates effectively with cross-functional partners, including Customer Service, Quality, Production, Engineering, Warehouse, and Finance.
• Demonstrates a continuous improvement mindset by identifying process inefficiencies and contributing to operational enhancements.

Job Requirements:

Minimum Qualifications

• 2-4 years of experience in returns, customer service, supply chain, or quality in a manufacturing environment.
• Proficiency with ERP systems (e.g., Syteline/SAP/Oracle/Dynamics/NetSuite), CRM/ticketing, and Excel.
• Working knowledge of MRB, RTV, CAPA, and defect classification.
• Strong communication, attention to detail, and problem-solving skills.

Preferred Qualifications

• Experience with ISO 9001 environments, lean manufacturing, or Six Sigma.
• Familiarity with planning and manufacturing best practices
• Familiarity with semiconductor and/or aerospace industry(s)
• Familiarity with serialized/lot-controlled products and warranty processes.

Work Environment :

Majority of work is performed in an office environment but includes visits to manufacturing areas; standing, stairs, and occasional lifting, carrying, reaching, bending, stooping may be necessary. Exposure to loud noises may be experienced during an average workday.

Use of PPE required in manufacturing areas.

Strong verbal and written communications skills. Ability to overcome language and cultural barriers.

Requires the ability to define problems, collect data, establish facts and draw valid conclusions.

For information on Precinmac, including more information on employee benefits and our company culture, visit our website at

Viper Northwest provides an extensive benefits package, including:

• Complete Health Benefits Package
• 401k with Employer Match
• Paid Time Off
• Tuition Reimbursement Program
• Annual Employee Activities
• Recognition Programs

Affirmative Action/EEO Statement:

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment in compliance with all federal and state regulations. Precinmac provides affirmative action in employment for qualified individuals with a disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.