Customer Service Representative

Description The Reverse Logistics / Sr RMA Specialist is responsible for managing product RMAs, returns, and exchanges. This role ensures efficient processing of returned merchandise and timely communication to the appropriate departments. The position will focus on return trends, process accuracy, opportunities for improvement and maintaining compliance with Rently policy. This role is also responsible for providing weekly, monthly, and quarterly reports and presentations. This is a senior individual-contributor role for someone who can work independently, challenge existing processes, and drive the reverse logistics function forward rather than simply run it. The current RMA process is functional; this role is charged with elevating it - deeper data and trend analysis, stronger cross-team policy adherence, proactive client education, and converting manual reporting into automated workflows. RMA Processing Own the end-to-end RMA process - intake, authorization, inspection coordination, and disposition decisioning (repair, scrap, or vendor return) - with full independent authority. Compile complete documentation for vendor claims and chargebacks (US distributors and overseas manufacturers) and hand off to Accounting for negotiation and recovery. Build and maintain a structured data collection framework for returns - reason codes, root-cause classification, and SKU/vendor/client tagging. Conduct ongoing trend analysis on return volume, rate, and root cause by SKU, vendor, and client; surface systemic issues to the Inventory Control Manager and Director of Logistics with recommended actions. Partner with Sales, Customer Support, and Fulfillment to drive consistent RMA policy adherence; identify and help close policy gaps or inconsistent enforcement across teams. Develop client-facing education and communication to reduce avoidable or policy-violating returns (return windows, condition requirements, restocking fees, etc.). Lead the conversion of manual RMA reports and tasks into automated workflows and dashboards (NetSuite saved searches, Salesforce reporting, or similar), partnering with IT/systems resources as needed. Maintain and evolve RMA SOPs and documentation as processes are improved. Act as the primary point of contact go-to resource for internal stakeholders, cross-functional partners, and clients on reverse logistics status, questions, and escalations. Present findings and improvement recommendations to leadership on a regular cadence. Process all returns such as; RMAs, Returns, Exchanges, and Blind Returns, using ERP system Communicate all findings to the appropriate departments and personnel Identify and communicate any return trends General understanding of testing and / or pairing Rently products Review and verify warranty information according to company policies Data Integrity Responsible for overseeing all return logs for accuracy and completeness Report return data on a weekly and monthly basis Present a slide presentation every quarter, focusing on returns and product failures Lead monthly RMA workshop meetings Process Improvement & Operations Identify roadblocks, inefficiencies, and improvement opportunities in Return processes Develop or modify standard operating procedures (SOPs) as needed Drive improvements in return efficiency and space utilization Equipment, Facilities & Safety Check, maintain, and operate equipment in accordance with maintenance and safety guidelines Comply with all company policies, procedures, and safety rules Success Metrics / KPIs Return accuracy and reduction in blind returns Timely and accurate RMA processing ERP date integrity and audit readiness Process improvements to increase efficiency, reduce errors, adds to a positive client experience Skills and Qualifications 3+ years of experience in RMA processing Demonstrated success building or improving cross-functional processes and driving policy adoption without formal authority over other teams. MRP/ERP experience required (NetSuite ERP and Salesforce CRM preferred) Proficiency with Google Workspace or Microsoft Office (e.g., VLOOKUPs) Strong analytical, problem-solving, and organizational skills Ability to work collaboratively in a fast-paced, deadline-driven environment Comfortable challenging existing processes and independently proposing and implementing changes. Proficiency in English (reading, writing, and verbal communication) High School Diploma or GED required Associate’s degree or equivalent related certification preferred Work Environment & Physical Requirements This position operates in a warehouse environment and may require the use of personal protective equipment (PPE) May be exposed to extreme temperatures depending on season and weather For applicants located in California, the hourly range for this full-time role is expected to be $25-$29 per hour. This range is a reflection of base salary only, not of a total compensation package. Please note Rently reserves the right to pay more or less than the posted range, depending on the candidate's experience and qualifications, and that the expected salary range may be different for candidates located outside of California. Full-Time Employee Benefits: 75% monthly medical, dental, vision, disability, and life insurance premium coverage via Anthem Blue Cross with 2 HMO options (where available) and 2 PPO options. FSA, STD, LTD, and other voluntary plans available. Coverage extends to employee, spouse, registered domestic partner, and dependent children. 401k with 3% Rently match Paid time off Sick time off Partial gym membership reimbursement Partial pet insurance reimbursement Career growth opportunities Professional development opportunities Work related travel opportunities (dependent on role) Company gatherings & team events And more! Rently is an ISO 27001 and PIMS 27701 Certified Organization By applying to this role, you confirm you are legally authorized to work in the United States. Rently US does not provide sponsorship. #J-18808-Ljbffr