Returns and Support Coordinator

Wav•College Station, TX

About The Position

The Returns and Support Coordinator is the first point of contact for WAV customers seeking Tier 1 technical support, RMA service, and live chat assistance. The coordinator manages customer requests from initial contact through resolution, processes RMA and VRA transactions in NetSuite, and uses Freshdesk and other systems to document, qualify, route, and track cases. Routine issues are handled using established procedures and checklists; issues beyond Tier 1 scope are escalated to engineering or vendor support, with the coordinator remaining the customer liaison through closure. The role includes coordinating vendor return authorizations, maintaining accurate records and case documentation, monitoring service targets, and preparing RMA reports. It also maintains the department's process documentation library and provides backup coverage for the RMA Technician as assigned. The coordinator works with customers, sales, engineering, shipping and logistics, and the RMA Technician. Product and technology training is provided, and the role participates in cross-training as assignments and business needs evolve.

Requirements

An associate's degree or an equivalent combination of education and experience.
At least two years of experience in one or more of the following: customer-facing technical support, ticket management, RMA processing, quality control, service coordination, or process documentation.
Strong written and verbal communication skills and a professional, courteous manner across chat, email, and phone.
Ability to read and interpret product documentation and specifications, write clear process documentation and routine reports, and keep customers and internal teams informed.
Ability to perform basic arithmetic, calculate rates, ratios, and percentages, and interpret charts and graphs.
Ability to define problems, gather relevant facts, evaluate options, and reach sound conclusions; manage and prioritize multiple requests, verify transactions, identify errors, and follow corrections through completion.
Ability to learn and apply return policies, warranty processes, and quality control standards in a distribution environment.
Aptitude and interest in learning WAV's networking and broadband product portfolio; product training is provided.
Proficiency in Microsoft Office, including Excel and OneNote.
Ability to manage credentials for multiple business systems responsibly using the company-issued password manager and learn new tools as needed.
Reliable follow-through, accurate recordkeeping, practical problem-solving, organization, adaptability, and constructive collaboration.
Ability to work independently while communicating status, risks, and support needs.
Ability to meet the stated physical demands, including lifting up to 75 pounds.
Ability to operate equipment such as hand, electrical, and soldering tools, mechanical and digital equipment, a forklift, a scissor lift, and a pallet jack when assigned trained backup or staging duties and when trained and authorized.

Nice To Haves

Experience in the distribution industry.
Familiarity with return policies, warranty processes, and quality control standards in a distribution environment.
Experience with Freshdesk or a comparable ticketing and live chat platform.
Experience with NetSuite or a comparable ERP/CRM system and manufacturer or vendor RMA portals.
Hands-on experience with testing and diagnostic equipment.
Freshdesk or NetSuite certification, or a relevant certification in a comparable ticketing or ERP platform.

Responsibilities

Serve as the primary customer contact for Tier 1 technical support and RMA requests, coordinating communication from initial contact through resolution.
Monitor and respond to live chat in the designated ticketing system; resolve inquiries, create tickets, or escalate as appropriate.
Receive, qualify, triage, and assign support and RMA requests arriving through ticket, chat, email, or phone according to established procedures and service targets.
Monitor response, resolution, and vendor-program targets; identify cases at risk of missing targets and alert the Lead Integration Solutions Engineer.
Resolve routine inquiries using documented procedures and checklists, and escalate other issues to pre-sales engineering or vendor support while following up through confirmation.
Keep customers informed throughout the RMA lifecycle, provide return instructions and documentation requests, and explain evaluation outcomes based on the RMA Technician's findings.
Process RMA and VRA transactions in NetSuite, including issuing RMA numbers, creating replacement orders, applying credits, and completing related documentation.
Coordinate vendor return authorizations through documentation, return shipment, and confirmed credit issuance.
Manage RMA cases initiated through manufacturer ticketing portals, keeping WAV and vendor tickets synchronized and current, escalating delays, and arranging WAV-provided replacements when applicable.
Maintain accurate records of open, pending, and closed RMAs in accordance with internal processes, warranty policies, and vendor requirements.
Coordinate with shipping and logistics to keep return shipments and replacements on schedule; schedule pickups with certified electronics recyclers and obtain Certificates of Destruction.
Create and maintain accurate Freshdesk tickets and matching NetSuite records; monitor ERP dashboards and update records as statuses change.
Upload and organize evaluation notes, photos, and supporting documentation, including complete records of root cause, tampering evidence, and test results.
Prepare RMA summary reports and report recurring failure patterns and field issues to engineering and product development.
Draft, organize, and update SOPs and other department process documentation; consolidate teammate input, track priorities set by the Lead Integration Solutions Engineer, and route completed or materially revised SOPs for review.
Keep documentation current as processes change and flag undocumented or outdated workflows.
Provide assigned backup coverage for the RMA Technician's coordination duties and participate in the team's cross-training program.
Support quarterly inventory counts by reconciling RMA inventory against ERP records.
Assist with staging and pre-configuration projects as needed.
Comply with company policies and procedures and perform other duties as assigned by the manager or Lead Integration Solutions Engineer.
Maintain a clean, neat, and orderly work area.