RMA Operations Specialist

Summary

This role plays a critical part in enhancing our customer experience and internal efficiency by managing the front-end RMA process, coordinating cross-functional teams, and ensuring seamless handoffs throughout the lifecycle of an RMA. This position is critical for improving RMA's turnaround time, reducing backlog and strengthening internal efficiency and customer satisfaction.

• Receive and process RMA submissions through Hub Spot or approved intake channels.
• Assign RMA numbers and coordinate return instructions with Customer Service.
• Manage disposition workflows (credit, repair, rework, replacement).
• Partner with Finance and AR to support credit issuance and financial closure.
• Maintain accurate RMA records in ERP (Oracle preferred).
• Provide timely status updates to Customer Service for customer communication.
• Monitor RMA aging, backlog, and SLA performance.
• Identify and support process improvements to improve RMA efficiency.

• Experience in Operations, Manufacturing, Quality, Returns, or Customer Service coordination.
• Proficiency in ERP systems (Oracle preferred) and CRM tools such as Hub Spot.
• Strong organizational and follow-up skills.
• Ability to manage multiple cases and work cross-functionally.
• Detail-oriented with a continuous improvement mindset.