RMA Administrator

The Return Merchandise Authorization (RMA) Administrator is responsible for
managing all aspects of the return merchandise authorization process in a timely and
efficient manner while delivering excellent customer service to internal and external
stakeholders. This role requires strong organizational skills, attention to detail, and the
ability to manage multiple tasks simultaneously. The RMA Administrator works closely
with cross-functional teams to ensure accurate tracking, processing, and resolution of
RMA cases.

Key Areas of Responsibility:

• Create RMA orders for repairs and replacements based on customer requests,

ensuring all required information is collected, including product identification,
reason for return, and supporting details.

• Coordinate acquisition of parts required for repairs by collaborating with logistics,

inventory management, and procurement teams to ensure timely availability.

• Manage RMA cases using a first in/first out (FIFO) process to ensure consistent

and timely handling of returned products.

• Maintain accurate and timely updates within RMA cases, including repair status,

shipping information, and resolution details.

• Collaborate with customer service teams to prepare repair quotes and support

the process of securing purchase orders when required for parts or services.

• Ensure all RMA activities comply with established quality assurance procedures

and regulatory requirements.

• Work with cross functional teams including Quality Assurance, Shipping,

Receiving, Compliance, and Operations to ensure consistent return processes.

• Maintain accurate records of RMA transactions using internal systems and

databases, ensuring data integrity and accessibility for reporting and
decision making.

• Provide strong internal customer support while maintaining adherence to

company policies and operational procedures.

• Identify opportunities for process improvements related to returns and repairs

through data analysis and collaboration with operational teams.

• Perform additional responsibilities as assigned to support the overall goals of the

organization.

Knowledge, Skills and Abilities:

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field preferred; relevant experience may be considered in lieu of a degree.
• Minimum of 2 years of experience in customer service, logistics, inventory management, procurement, or related operational roles.
• Experience supporting product returns, service coordination, or repair operations in a technical or manufacturing environment preferred.

Skills and Competencies

• Strong organizational and multitasking abilities
• Attention to detail and data accuracy
• Customer service and stakeholder communication
• Cross functional collaboration
• Process improvement mindset
• Problem solving and analytical skills
• Ability to manage multiple priorities in a fast paced environment
• Proficiency with Microsoft Office tools
• Microsoft Office Suite (Excel, Word, PowerPoint)
• ERP systems for inventory and return tracking preferred
• CRM systems experience preferred (Salesforce)
• Microsoft Dynamics 365 experience preferred