Returns Management Specialist

Schneider Electric•Buffalo, NY

12h•Onsite

About The Position

The Returns Management Specialist is responsible for managing the end-to-end Return Material Authorization (RMA) process, ensuring timely receipt, evaluation, tracking, and disposition of returned products. This position serves as the primary point of contact for customers, service teams, logistics, and internal departments regarding product returns, repairs, replacements, and warranty claims. The Returns Management Specialist helps maintain customer satisfaction while ensuring accurate documentation and compliance with company procedures.

Requirements

High School Diploma or equivalent required.
2+ years of experience in customer service, logistics, inventory control, warranty administration, technical support, or return processing preferred.
Experience working within manufacturing, distribution, or service environments preferred.
ERP and CRM system experience highly desirable.
Strong customer service and communication skills.
Excellent organizational and follow-up abilities.
Attention to detail and data accuracy.
Ability to manage multiple priorities and deadlines simultaneously.
Working knowledge of inventory, logistics, shipping, and receiving processes.
Proficiency with Microsoft Office Suite, particularly Excel and Outlook.
Experience navigating ERP, CRM, and cloud-based business systems.
Strong problem-solving and analytical skills.
Ability to work independently and collaboratively across multiple departments.

Nice To Haves

Associate degree in Business, Supply Chain, Operations, or related field preferred.

Responsibilities

Process and manage Return Material Authorization (RMA) requests from customers and internal stakeholders.
Review return requests to verify warranty eligibility, return requirements, and supporting documentation.
Issue RMA numbers and communicate return instructions to customers.
Track returned products from receipt through final disposition, including repair, replacement, credit, or return to customer.
Coordinate with Logistics, Warehouse, Service, Quality, and Engineering teams to ensure timely processing of returned materials.
Monitor RMA turnaround times and escalate issues that may impact customer commitments.
Maintain accurate records of all RMA transactions within ERP, CRM, and case management systems.
Communicate return status updates, repair progress, and shipment information to customers.
Prepare reports related to open RMAs, aging returns, warranty claims, and service performance metrics.
Support root cause investigations by gathering and documenting product failure information.
Assist with inventory reconciliation related to returned products and replacement shipments.
Ensure compliance with company policies, warranty guidelines, and quality standards.
Identify opportunities to improve return processes and customer experience.
Perform additional duties and special projects as assigned.

Benefits

medical (with member reward points)
dental
vision
basic life insurance
Benefit Bucks (credits to apply towards your benefits)
flexible work arrangements
paid family leaves
401(k) + match
well-being programs and recognition (including service anniversary)
12 holidays per year
15 days of paid time off per year (pro-rated in the first year of employment based on start date)
opportunity to purchase company stock (eligibility depends on start date)
military leave benefits