RMA Coordinator

Location & Compensation

Albany, OR, US

Salary Range: $23.00 To $33.00 Hourly

The RMA Coordinator manages the end-to-end return process for customer products and materials, ensuring timely authorization, receipt, inspection, disposition, and credit/replacement issuance. This role partners closely with Customer Service, Quality, Production, Warehouse, and Finance to drive root‑cause visibility, reduce repeat returns, and improve customer satisfaction. The RMA Coordinator maintains accurate records, reconciles returns against policy, and provides actionable reporting on trends and cost of returns.

• Manage end-to-end RMA processing, ensuring all returns are authorized, received, inspected, and resolved in alignment with company policies and timelines.
• Review and validate RMA requests for completeness, warranty eligibility, and purchase history.
• Issue RMA numbers and provide clear return instructions, timelines, and expectations to customers.
• Coordinate inbound logistics with Warehouse; monitor return shipments and resolve delays or discrepancies.
• Ensure proper receipt, identification, and routing of returned materials to the MRB area.
• Partner with Quality to perform inspections and document defect data, including failure analysis and fault determination.
• Collaborate with Manufacturing to assess repair scope, labor requirements, and replacement needs.
• Facilitate disposition decisions (repair, replace, credit, scrap, rework, return‑to‑vendor) in alignment with internal teams and customer agreements.
• Enter and manage RMA transactions in ERP/CRM systems, including job creation, tracking, and closure.
• Process credits, replacements, and warranty claims; ensure accurate inventory adjustments and financial reconciliation.
• Serve as the primary customer contact for RMA status updates, quotes, and final resolution.
• Communicate evaluation results and manage customer approvals for disposition actions.
• Support Engineering and Quality in CAPA activities; track and report on recurring issues.
• Maintain RMA documentation, SOPs, and audit‑ready records in compliance with quality standards.
• Ensure adherence to safety, EHS, and regulatory requirements, including traceability of serialized or lot‑controlled products.
• Provide support for general planning and scheduling activities as needed, including assisting with production planning, prioritization of work orders, and coordination of resources to meet business demands.
• Standard RMAs processed from receipt to disposition within 10–15 business days
• Complex RMAs completed within customer‑committed timelines (≥99% on‑time)
• Maintain ≥95% accuracy in ERP transactions, RMA records, and inventory adjustments
• Initial RMA response issued within 1 business day, Status updates provided within 48 hours of key milestones
• Process and manage X+ RMAs per week/month (to be defined based on volume)
• Ensure 100% capture of defect and failure data for analysis
• Maintain 100% alignment between RMA transactions and Finance records (credits, costs, inventory impact)
• Deliver weekly/monthly reports on return rates, defect trends, turnaround time, and cost of returns
• Demonstrates strong analytical thinking by evaluating return trends, identifying root causes, and supporting data‑driven decision‑making.
• Maintains a high level of attention to detail, ensuring accuracy in documentation, system transactions, and defect tracking.
• Communicates clearly and professionally with customers and cross‑functional teams to ensure alignment and timely resolution of issues.
• Applies effective problem‑solving skills to troubleshoot issues, resolve discrepancies, and elevate concerns when necessary.
• Manages time and priorities efficiently, successfully handling multiple RMAs at various stages while meeting deadlines.
• Collaborates effectively with cross‑functional partners, including Customer Service, Quality, Production, Engineering, Warehouse, and Finance.
• Demonstrates a continuous improvement mindset by identifying process inefficiencies and contributing to operational enhancements.

• 2–4 years of experience in returns, customer service, supply chain, or quality in a manufacturing environment.
• Profi…