What are the responsibilities and job description for the Product Returns Specialist Team lead position at Keltec?
Summary:
Come join our fast-paced growing sales team! KELTEC, Inc. was founded over 40 years ago and has grown to become the largest manufacturer of air-oil separators in North America. Wondering what an air-oil separator is? We are here to help you learn and grow in an environment conducive to development. We are looking to match our passion for servicing customers’ needs with people who have a high level of drive, dedication to development, and an attitude toward success.
We are seeking a dedicated and detail-oriented Product Returns Specialist Team Lead to join our team at our manufacturing plant. This role serves as a critical liaison between customers and internal departments while also providing day-to-day leadership, guidance, and oversight of the RMA function. The Team Lead ensures prompt, accurate service, supports team performance, and drives continuous improvement in return processes.
KELTEC offers a full benefits package including medical, dental, vision, Group Life/AD&D, Voluntary Employee, Spouse and Child Life, PTO, Company Sponsored Holidays, Commission Plan and 401k matching.
Duties / Responsibilities:
- Oversee daily RMA operations, ensuring timely and accurate processing of customer returns
- Lead, coach, and support RMA team members to drive performance, accountability, and development
- Serve as the escalation point for complex or sensitive customer return issues
- Process customer return requests and issue RMA numbers in accordance with company policies
- Communicate with customers regarding return eligibility, troubleshooting steps, and resolution options
- Provide accurate information regarding return policies, warranty coverage, and replacement procedures
- Coordinate with internal departments (logistics, warehouse, technical support) to ensure efficient return processing
- Monitor and verify returned merchandise to ensure compliance with company standards
- Track return shipments and ensure timely credit issuance or product replacement
- Analyze trends in product returns and partner with leadership to address root causes and improve quality
- Maintain accurate records of RMA cases, including reporting on KPIs and team performance
- Assist in developing and improving RMA policies, procedures, and workflows
- Support training and onboarding of new team members
- Other duties as assigned
Required Qualifications:
- High School Diploma.
- 1-3 years of customer service, returns processing, or related experience (preferably in e-commerce, retail, or manufacturing).
- Previous experience in customer service, preferably in a manufacturing or industrial setting.
- Strong interpersonal and communication skills with the ability to handle challenging situations professionally.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Strong attention to detail and organizational skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Problem-solving skills with a proactive approach to customer service.
Preferred Qualifications:
- Associate’s degree in Business, Sales, Marketing, Communications, or a related field.
- Experience with RMA software, ERP systems, or inventory management platforms.
- Knowledge of warranty policies, consumer protection laws, or industry-specific return regulations.
- Technical product knowledge (if applicable to the industry).
Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position may require work to be performed outside of normal business hours based on Company operations.
Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 50 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.
Keltec, Inc.is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.