Return Merchandise Authorization (RMA) Coordinator
About The Position
Silvus Technologies, a wholly owned subsidiary of Motorola Solutions, is seeking an RMA Coordinator for its Applications Engineering team. Reporting to the Director of Applications Engineering, this operations-focused role manages the end-to-end return merchandise authorization process, including customer communications, inventory tracking, and coordination of returns, repairs, and shipments. The coordinator also monitors the customer support ticketing queue, tracks response times and aging tickets, and coordinates escalations to engineering teams. The role is based at Silvus Technologies’ headquarters in West Los Angeles, California, and follows a hybrid schedule requiring at least three onsite days each week: Mondays, Wednesdays, and Thursdays. The work takes place in an office environment and involves occasional handling of packages weighing up to 20 pounds, occasional standing, walking, and bending, and frequent computer use. No travel or relocation is provided. Compensation is $24–$28 per hour.
Requirements
- Associate’s degree and one year of experience in administrative coordination, customer support operations, order management, or RMA/logistics support; alternatively, a high school diploma or GED and three years of relevant experience.
- Ability to meticulously track multiple repair cases and tickets simultaneously.
- Strong written and verbal communication skills, including communicating with internal teams and external customers.
- Proficiency in Microsoft Office (Excel, Word, and PowerPoint) or Google Workspace.
- Ability to work independently with minimal direction to resolve administrative roadblocks.
- Must be a U.S. Person (U.S. citizen or U.S. permanent resident) due to clients under U.S. federal contracts.
- Employment is contingent upon successfully clearing a background check and drug test.
Nice To Haves
- Bachelor’s degree.
- Experience with ticketing systems such as Zendesk, Jira, or Freshdesk and CRM/ERP software such as Salesforce or Zoho.
- Ability to accurately follow directions and improvise in ambiguous situations.
- Comfort working in a fast-paced environment.
Responsibilities
- Process incoming return requests, create RMA documentation, and coordinate receipt, repair, and return shipping of customer units.
- Work with shipping and receiving teams, RMA technicians, and Sales to prioritize case closures and meet turnaround service-level agreements.
- Serve as the primary administrative contact for customers on repair status, shipping, repair quotes, and authorizations.
- Maintain CRM tracking logs and serial-number records, and prepare repair orders or quotes when needed.
- Compile regular reports on RMA volume, turnaround times, common return reasons, and repair costs.
- Monitor the customer support ticketing system to ensure incoming inquiries are logged and routed to the appropriate technical personnel.
- Identify inactive, unassigned, or aging tickets and escalate them to Sales Engineers or Support Leads.
- Track open tickets against internal service-level agreements and remind technical team members to keep cases moving.
- Assist with customer account updates and documentation maintenance.
- Perform other related duties as assigned.
Benefits
- Incentive bonus plans
- Medical, dental, and vision benefits
- 401(k) with company match
- 10 paid holidays
- Generous paid time off packages
- Employee stock purchase plan
- Paid parental and family leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
