Product Returns Specialist Team lead

Keltec•Hudson, OH

1d•Onsite

About The Position

Come join our fast-paced growing sales team! KELTEC, Inc. was founded over 40 years ago and has grown to become the largest manufacturer of air-oil separators in North America. Wondering what an air-oil separator is? We are here to help you learn and grow in an environment conducive to development. We are looking to match our passion for servicing customers’ needs with people who have a high level of drive, dedication to development, and an attitude toward success. We are seeking a dedicated and detail-oriented Product Returns Specialist Team Lead to join our team at our manufacturing plant. This role serves as a critical liaison between customers and internal departments while also providing day-to-day leadership, guidance, and oversight of the RMA function. The Team Lead ensures prompt, accurate service, supports team performance, and drives continuous improvement in return processes. KELTEC offers a full benefits package including medical, dental, vision, Group Life/AD&D, Voluntary Employee, Spouse and Child Life, PTO, Company Sponsored Holidays, Commission Plan and 401k matching.

Requirements

High School Diploma.
1-3 years of customer service, returns processing, or related experience (preferably in e-commerce, retail, or manufacturing).
Previous experience in customer service, preferably in a manufacturing or industrial setting.
Strong interpersonal and communication skills with the ability to handle challenging situations professionally.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
Strong attention to detail and organizational skills.
Ability to work independently and as part of a team in a fast-paced environment.
Problem-solving skills with a proactive approach to customer service.

Nice To Haves

Associate’s degree in Business, Sales, Marketing, Communications, or a related field.
Experience with RMA software, ERP systems, or inventory management platforms.
Knowledge of warranty policies, consumer protection laws, or industry-specific return regulations.
Technical product knowledge (if applicable to the industry).

Responsibilities

Oversee daily RMA operations, ensuring timely and accurate processing of customer returns
Lead, coach, and support RMA team members to drive performance, accountability, and development
Serve as the escalation point for complex or sensitive customer return issues
Process customer return requests and issue RMA numbers in accordance with company policies
Communicate with customers regarding return eligibility, troubleshooting steps, and resolution options
Provide accurate information regarding return policies, warranty coverage, and replacement procedures
Coordinate with internal departments (logistics, warehouse, technical support) to ensure efficient return processing
Monitor and verify returned merchandise to ensure compliance with company standards
Track return shipments and ensure timely credit issuance or product replacement
Analyze trends in product returns and partner with leadership to address root causes and improve quality
Maintain accurate records of RMA cases, including reporting on KPIs and team performance
Assist in developing and improving RMA policies, procedures, and workflows
Support training and onboarding of new team members
Other duties as assigned