What are the responsibilities and job description for the Returns Coordinator position at KDCI?
Job Summary
KDCI Outsourcing is seeking a Returns Coordinator responsible for managing Return Merchandise Authorization (RMA) requests from initiation through completion. This role serves as a key liaison between clients, internal teams, and vendors/manufacturers to ensure timely, accurate, and efficient processing of returns while maintaining a high level of customer service and operational accuracy.
Key Responsibilities
RMA & Returns Processing
Manage RMA requests end-to-end, coordinating with internal teams and clients to ensure smooth processing.
Review and validate new return cases to confirm all required information is complete, including order numbers, serial numbers, and supporting documentation or images.
Initiate and manage return cases with vendors and manufacturers via phone, email, or chat.
Vendor & Client Coordination
Act as the primary point of contact between clients, vendors/manufacturers, and internal stakeholders.
Interpret and communicate return instructions clearly to all involved parties.
Coordinate inbound and outbound shipments related to return cases.
Documentation & System Management
Prepare and maintain accurate return documentation and records.
Ensure proper processing and tracking of returns within NetSuite or related ERP systems.
Maintain organized and up-to-date case notes, logs, and supporting files.
Cross-Functional Collaboration
Work closely with Inventory Control (IC) and operations teams to ensure returns are completed within vendor-approved timelines.
Collaborate with internal departments to resolve return-related issues efficiently.
Process Improvement & Training Support
Maintain and update training materials, process documentation, and SharePoint resources as workflows evolve.
Support process improvements to enhance efficiency and accuracy in return operations.
Job Requirements
2–3 years of experience in returns processing, logistics, supply chain, or related operational roles.
Strong organizational and time management skills with the ability to manage multiple return cases simultaneously.
Excellent written and verbal communication skills for client and vendor coordination.
Experience using ticketing systems and ERP platforms (NetSuite preferred).
High attention to detail, especially in validating return information and documentation.
Ability to work cross-functionally and manage stakeholder expectations professionally.
Strong problem-solving skills with a focus on operational efficiency and accuracy.
Nice to Have
Experience handling RMA processes and vendor/manufacturer coordination.
Familiarity with logistics, reverse logistics, or reverse supply chain workflows.
Experience maintaining process documentation and training materials.