RMA Coordinator

Job Description

RMA Coordinator (Returned Material Authorization Coordinator)

Position Summary

This is a permanent opportunity. The RMA Coordinator is responsible for managing the end-to-end Returned Material Authorization (RMA) process, including receiving, documenting, and processing warranty and credit returns. This role serves as a key point of contact for customers, ensuring all return requests, replacement orders, and related inquiries are handled accurately, efficiently, and in alignment with company policies and quality standards.

The RMA Coordinator plays a critical role in supporting customer satisfaction, inventory accuracy, and operational efficiency by ensuring timely resolution of return transactions and effective cross-functional communication with Customer Service, Quality, Operations, and Finance.

Key Responsibilities

• Receive, review, and process all incoming RMA requests (warranty, credit, repair, and replacements).
• Ensure all returned materials are properly logged, inspected, and documented in the system (e.g., ADP, ERP, or inventory system).
• Verify eligibility of returns based on warranty terms, return policies, and sales agreements.
• Assign RMA numbers and ensure proper tracking from initiation through resolution.
• Coordinate replacement orders, repairs, or credits as applicable.

Customer Support & Communication

• Assist customers in completing return documentation and understanding return procedures.
• Maintain high standards of customer service to support retention and satisfaction.

Inventory & Quality Coordination

• Partner with Quality Assurance and Operations teams to evaluate returned products for defects, damage, or compliance issues.
• Ensure returned items are routed appropriately for inspection, refurbishment, disposal, or restocking.
• Document root cause data and trends related to returns to support continuous improvement initiatives.

Data Entry & Documentation

• Maintain accurate records of all RMA transactions, including credits, replacements, and inventory adjustments.
• Prepare and distribute RMA documentation, shipping instructions, and return labels as required.
• Ensure compliance with company documentation, audit, and record retention requirements.

Cross-Functional Collaboration

• Work closely with Customer Service, Sales, Finance, Warehouse, and Quality teams to resolve return-related issues.
• Support Finance with credit memos and reconciliation of returned goods.
• Escalate complex or high-value issues to leadership as needed.

Qualifications

• High school diploma or equivalent required.
• 2+ years of experience in order management, logistics, or returns processing in a preferred manufacturing or distribution environment.
• Experience working with ERP systems (e.g., ADP, SAP, Oracle, NetSuite, or similar) strongly preferred.

Knowledge & Skills

• Strong understanding of RMA processes, warranty claims, and credit return procedures.
• Excellent customer service and communication skills (written and verbal).
• Strong attention to detail with high level of accuracy in data entry and documentation.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Problem-solving and critical thinking skills with a focus on resolution.
• Proficiency in Microsoft Office (Excel, Outlook, Word).

Core Competencies

• Customer Focus
• Accountability & Accuracy
• Communication & Collaboration
• Problem Solving
• Time Management & Organization
• Continuous Improvement Mindset

Work Environment

• Primarily office-based with regular interaction in warehouse or production areas.
• May require lifting or handling returned packages (within standard safety limits).
• Standard business hours with occasional need for extended hours based on volume.

Language Skills

• Ability to read, write, and comprehend simple instructions in English.
• Ability to effectively present information in one-on-one and small group situations to other employees of the organization.
• Ability to apply basic understanding to carry out instructions furnished in written, oral, or diagram form