RMA Coordinator

Job Description

We are seeking a highly organized and detail-oriented RMA Coordinator to manage the end-to-end return merchandise authorization process for hardware products. This role is focused on operations coordination rather than hands‑on technical work, and will serve as the primary liaison between customers, warehouse teams, and engineering to ensure timely and accurate resolution of returns.

You will play a key role in tracking returned units, coordinating repairs or replacements, maintaining accurate records in ERP systems, and helping identify trends and process improvements within the return lifecycle.

• Receive, review, and process RMA requests for defective, damaged, or incorrect shipments
• Coordinate with contract manufacturers and internal teams to issue RMA numbers and return instructions
• Track returned units from receipt through inspection, disposition, and closure
• Partner with warehouse and receiving teams to verify incoming returns against authorization records
• Work closely with Quality and Engineering to determine root causes and appropriate disposition (repair, replace, credit, or scrap)
• Maintain accurate RMA data and case tracking within ERP and CRM systems (Net Suite preferred)
• Generate replacement orders and repair work orders as needed
• Review quotes and associated costs for accuracy and coordinate with finance on cost tracking
• Communicate status updates and timelines to customers and internal stakeholders
• Monitor aging RMAs and drive timely resolution of open cases
• Produce reporting on return volume, trends, failure modes, and turnaround times
• Identify recurring issues and support continuous improvement initiatives within the RMA process
• Ensure compliance with warranty terms, company policies, and logistics requirements
• Support engineering teams with coordination of returned or decommissioned systems as needed

• 2+ years of experience in RMA coordination, order management, customer operations, or supply chain/logistics
• Experience working with ERP or CRM systems (Net Suite strongly preferred)
• Proficiency in Microsoft Excel, including pivot tables and data tracking
• Strong written and verbal communication skills
• High attention to detail with the ability to manage multiple cases simultaneously
• Customer‑focused mindset with strong follow-through and organizational skills
• Ability to work cross‑functionally with warehouse, engineering, quality, and operations teams

• Experience in hardware, electronics, semiconductor, or technical product environments
• Familiar with reverse logistics, warranty processes, or depot repair workflows
• Exposure to shipping logistics, returns processing, or inventory coordination
• Experience with Jira or similar tracking tools
• Background in process improvement, Lean, or Six Sigma methodologies

• On‑site operations environment with regular collaboration across warehouse, engineering, and operations teams
• Occasional coordination with contract manufacturers (CMs) and potential local site visits
• Fast‑paced, detail‑driven role with a strong focus on accuracy and turnaround time

A leading innovator in advanced computing technology, dedicated to pushing the boundaries of AI hardware and delivering solutions that transform industries worldwide.

Job Title:

RMA Coordinator
Compensation: $40 – $50/hour

Location:

Sunnyvale, CA (On‑site, with occasional CM site visits)

Schedule:

Monday through Friday, standard daytime hours
Type:
Long‑term contract with strong potential for permanent hire

• Premier medical, dental, vision, and life insurance
• 401(k) plan
• Inclusive, flexible work environment
• Daily catered meals, healthy snacks, and family‑friendly events (including CEO’s famous BBQ!)
• Opportunity to work alongside cutting‑edge AI hardware and engineering teams