RMA Coordinator

iAutomation Careers•Franklin Town, MA

12d•Onsite

About The Position

iAutomation, a full-service automation company, developing robotic solutions and offering design, engineering, and integration (DE&I) services, product support, and production services, has an immediate opening for a RMA Coordinator in Franklin, Massachusetts. iAutomation is seeking a RMA Coordinator to serve as the single point of contact for managing customer return requests from intake through final resolution. This role consolidates return-related coordination — including customer communication, vendor communication, and Repair Sales Order/Purchase Order creation — under one accountable owner, eliminating hand-offs between departments and ensuring faster, more consistent case resolution. Acts as the primary point of contact for return requests, working closely with Warehouse, Accounts Receivable, and Quality to ensure customers receive a timely, consistent experience from first contact through closure.

Requirements

High school degree
1 to 3+ years of experience in customer service, order processing, purchasing, or logistics coordination
NetSuite or a comparable ERP system is strongly preferred

Nice To Haves

Associate’s degree preferred

Responsibilities

Process incoming RMA requests submitted through the RMA Form or Action Requests
Serve as the primary point of contact with the customer throughout the return process
Evaluate and categorize return requests (reason for return, financial threshold, warranty status) and determine the appropriate resolution path
Communicate pricing, markups, and repair cost estimates to customers and obtain approval/disposition decisions
Create and maintain Repair Sales Orders, Replacement Sales Orders, and Return Authorizations (RAs) in NetSuite
Contact vendors directly to obtain Return Material Authorization numbers (RMA#s) and warranty determinations
Create and maintain Repair Purchase Orders and Vendor Return Authorizations (VRAs) directly with the vendor — no hand-off to a separate purchasing function
Track open cases and follow up proactively to avoid delays (e.g., vendor response times)
Coordinate with the Warehouse team on receiving, disposition, and shipping of returned material
Provide clear shipping instructions and disposition decisions to ensure timely processing
Partner with Accounts Receivable to ensure credits, invoices, and vendor payments are processed accurately
Maintain clear, consistent documentation to support Quality's trend monitoring and corrective action processes