Customer Returns Administrator

Customer Returns Desk Administrator

The Customer Returns Desk Administrator serves as the primary point of contact for all administration related to customer and company-owned parts returning for repair or upgrade. This role manages the full lifecycle of returns, from physical induction and documentation review through to job creation and transfer to the repair station. Use strong attention to detail, sound judgment, and clear communication to resolve issues, maintain accurate records, and ensure precise written agreements between the company and its customers.

• Receive and unbox incoming parts, carefully remove packaging materials, and handle all items safely to prevent damage.
• Sort and dispose of shipping materials efficiently to maintain a clean and organized receiving area.
• Scan and organize all documentation received with incoming parts to ensure complete and accurate records.
• Verify that physical hardware matches all accompanying paperwork and technical documentation before processing.
• Check for existing Return Material Authorizations (RMAs) in the system and create new RMAs when needed upon arrival of parts.
• Generate required labels, job orders, and comprehensive job packets to move parts and documentation from the receiving area to the repair station.
• Date and track all parts immediately upon receipt to maintain strict turnaround time (TAT) requirements and ensure full traceability.
• Review all incoming documentation for accuracy and export compliance requirements before processing orders.
• Examine customer purchase and repair orders to confirm that regulatory requirements are met and that customer requests can be fulfilled as specified.
• Enter orders accurately into the system and retain records in compliance with established standard processes and procedures.
• Compose clear and professional correspondence to customers regarding returns, documentation issues, or order status as needed.
• Leverage internal resources and digital tools to diagnose and resolve complex administrative or documentation issues related to returns.
• Maintain high standards of data integrity by performing precise data entry, particularly in a manufacturing-focused environment.
• Collaborate with internal teams in production and repair areas to support timely processing of parts and adherence to customer TAT commitments.
• Uphold a professional and personable demeanor while providing high-quality support to both internal stakeholders and external customers.

• High school diploma or equivalent education.
• Minimum of one year of demonstrated accomplishments in customer service or a related administrative role.
• Strong data entry skills with proven accuracy and speed.
• Proficiency with databases and digital platforms used for documentation and order management.
• Exceptional attention to detail, especially when verifying physical parts against technical documentation.
• Ability to review and interpret customer purchase and repair orders for accuracy and compliance.>
• Strong reading, writing, and math skills to support documentation review and order processing.
• Ability to compose professional customer correspondence and communicate clearly under pressure.
• Aptitude for problem-solving and analysis, including diagnosing issues using internal resources and digital tools.
• Demonstrated commitment to data integrity, ideally gained within a manufacturing or similar environment.
• Professional, personable, and attentive demeanor with a focus on high-quality internal and external support.

• Previous experience with FAA Part 145 repair administration is preferred.
• Experience in administrative support within a manufacturing or repair environment is beneficial.
• Background in document management, including scanning, organizing, and retaining records in line with standard processes.
• Customer service experience involving order management, returns, or repair coordination is advantageous.
• Comfort working in a fast-paced environment with strict turnaround time (TAT) expectations.
• Ability to maintain composure and accuracy when handling multiple tasks and shifting priorities.

This role operates within a…