RMA Coordinator

Storyteller Overland•Birmingham, AL

22h•Onsite

About The Position

As the Return Material Authorization Coordinator for Storyteller Overland, you will be responsible for processing and managing product returns and exchanges in a timely and efficient manner. You will work closely with customers, suppliers, and various internal departments to ensure a seamless return process while adhering to company policies and procedures.

Requirements

High school diploma or GED
Proven experience in a similar role, preferably in a customer service or logistics environment
Familiarity with inventory management systems and software
Strong communication and interpersonal skills
Detail-oriented and capable of maintaining accurate records
Problem-solving and decision-making abilities
Knowledge of company policies and industry regulations regarding returns and warranties
Ability to manage multiple priorities simultaneously while maintaining organization, urgency, and follow-through
High level of accountability and ownership with the ability to work independently and make sound decisions within company guidelines
Strong analytical and financial awareness with the ability to evaluate return trends, identify cost drivers, and support margin protection initiatives
Ability to work cross-functionally with Quality, Operations, Engineering, Customer Experience, Procurement, and Finance teams to drive timely resolution of RMA
Employees must have good visual and auditory acuity to interact with others, monitor event activities, and perform tasks as needed
Employees must have a valid driver's license and the ability to safely operate vehicles in accordance with local traffic laws and company policies.

Responsibilities

Review and approve RMA requests against warranty and return criteria, both pre and post sale, ensuring only valid returns are authorized and minimizing unnecessary cost exposure
Issue and manage RMA documentation to ensure accurate tracking, accountability, and timely resolution of returns
Work with new vendors to ensure RMA policies positively impacts the P&L
Serve as the primary point of contact for customers, internal teams, and partners, delivering clear communication and driving efficient, cost-conscious return outcomes
Provide precise return instructions and shipping guidance to reduce errors, avoid excess freight costs, and accelerate turnaround times
Inspect and evaluate returned products to determine root cause and optimal disposition (restock, repair, refurbish, vendor return, or scrap), maximizing recovery value
Document defects and failure trends, partnering with Quality, Engineering, and Operations to reduce repeat issues, warranty claims, and future costs
Maintain accurate inventory and system updates in NetSuite, ensuring returned goods are properly accounted for and financial impacts are reflected in real time
Coordinate return logistics with internal teams and external partners to minimize delays, reduce freight expense, and improve cycle times
Coordinate return logistics with customers to minimize delays, reduce freight expense, and improve cycle times
Manage supplier and vendor return processes, securing credits, replacements, or reimbursements to recover cost and protect margins
Track and reconcile all RMA-related financial activity, ensuring proper credit issuance and minimizing leakage
Analyze RMA data and trends, identifying root causes, cost drivers, and opportunities to reduce return rates and warranty spend
Generate regular reporting on RMA performance, including financial impact, recovery rates, and process efficiency
Continuously improve and standardize RMA processes, driving centralization, scalability, and measurable cost savings across the organization
Act as a steward of company resources, ensuring disciplined decision-making that reduces waste, improves margin, and positively impacts the P&L
Contribute to other initiatives and responsibilities as needed to support business priorities and team success