Returns and Support Coordinator

About the Organization WAV, LLC is a premier technology and solutions distributor known for our comprehensive range of fiber and wireless broadband, LTE and networking and Wi‑Fi solutions, tailored to meet the connectivity needs of our customers. WAV is committed to bridging the digital divide and connecting every American to the Internet.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

The Returns and Support Coordinator serves as the first point of contact for WAV customers seeking Tier 1 technical support, RMA service, and live chat assistance. The role's primary responsibilities are managing customer requests from first contact through resolution and processing RMA and VRA transactions accurately in Net Suite. Using Freshdesk and Net Suite, the coordinator qualifies requests, resolves routine issues through established procedures and checklists, escalates matters to the appropriate engineer or vendor, and remains the customer's liaison until closure.

The role also maintains the department's process documentation library.

This position is central to the customer experience, ensuring every return and support request is handled promptly, accurately, and with clear communication at each step. The coordinator works closely with customers, sales, engineering, and the RMA Technician, who serves as the trained backup for this role, with reciprocal backup coverage as assigned. The role is expected to build working knowledge of the networking and broadband technologies WAV sells;

product and technology training is provided. Assignments may evolve as the team cross-trains and business needs change, while the essential responsibilities of the position remain in place.

• Serve as the primary customer contact for Tier 1 technical support and RMA requests. Own customer communication and case coordination from first contact through resolution, including while an engineer or vendor owns the escalated technical work.
• Monitor and respond to live chat in WAV's designated ticketing system (currently Freshdesk), resolving inquiries directly, converting them to tickets, or escalating as appropriate.
• Receive and qualify incoming RMA and technical support requests arriving by ticket, chat, email, or phone; triage and assign per established procedures and the response and resolution targets set by the Lead Integration Solutions Engineer.
• Meet the response, resolution, and vendor-program service targets assigned to each case. Identify cases at risk of missing a target and notify the Lead Integration Solutions Engineer before a breach occurs.
• Resolve routine inquiries using documented procedures and checklists; elevate issues beyond Tier 1 scope to pre-sales engineering or vendor support and follow each escalation through to confirmation.
• Keep customers informed throughout the RMA lifecycle with status updates, documentation requests, and return instructions.
• Relay evaluation outcomes to customers, translating the RMA Technician's findings into clear explanations of the issue and the resolution.

• Process RMA and VRA transactions in Net Suite, including issuing RMA numbers, creating replacement orders, applying credits, and completing related documentation.
• Coordinate vendor return authorizations end to end, tracking each through documentation, return shipment, and confirmed credit issuance.
• Manage RMA cases initiated through a manufacturer's ticketing portal when the customer…