RMA & Logistics Operations Specialist

Framework

15h•$84,000 - $103,000•Remote

About The Position

We are looking for a RMA or Operations Specialist who is excited to take on the challenges that come with delivering innovative and modular products to customers worldwide, while also staying true to our commitment to respect both people and our planet. In this role, you will work in close partnership with the RMA Operations and Logistics Fulfillment Functional leads for the department. They will rely on your operational inputs to drive departmental success and will hold direct accountability for the outputs of your work. You will be a key contributor to a high-visibility team where your processes contribute to and influence consumer experience as well as our internal logistics practices and initiatives going forward. This is a full-time remote position based in the US. While this is a remote role, we have a preference for candidates located in the San Francisco/Bay Area or Los Angeles markets to facilitate easier collaboration with our teams and partners. This role should expect up to 10% domestic travel for site visits and team meetings.

Requirements

Excellent communication skills, with fluency in English
Experience in E-commerce 3PL based fulfillment and logistics
1+ years with reverse logistics and returns processes for B2C e-commerce
3+ years of experience in global shipping
3+ years of experience in consumer electronics or similar regulated industries
Working knowledge of Google Workspace, relational databases and ERP systems (e.g. SAP or Netsuite)
Experience in customs clearance, tariffs, and duties
Experience booking and managing shipments
Experience in data mining, analysis and reporting

Nice To Haves

Familiarity with supply chain processes (e.g.inventory planning, warehouse management)
Familiarity with modular or service/warranty based products
Consumer electronics experience/background
Strong analytical mind with enthusiasm for problem-solving

Responsibilities

Support daily RMA operations both internally and externally (repair centers).
Manage RMA support agents with ticket handling and escalations - Including handling support tickets directly yourself.
Identify operational bottlenecks and implement scalable efficiencies to improve RMA operations.
Ensure quality feedback loop is upheld by sharing RMA data with internal teams for root cause analysis on field issues (particularly after new product launches).
Monitor inventory and create action plans (refurbish, scrap, recycling, etc) to optimize stock health and recover value.
Implement automation where possible with manual processes exist today.
Manage the Return-to-vendor (RTV) process for products with manufacturing issues.
Serve as the primary liaison for US-based 3PL partners, overseeing daily B2C and B2B fulfillment activities and supporting overseas 3PLs as needed.
Monitor sales order transmission, managing and resolving fulfillment errors, determining root cause, and overseeing corrective action.
Provide operational support to internal partners in Customer Support, and B2B Teams by fielding logistics questions, working alongside them to ensure a positive customer experience.
Audit and maintain ERP as Framework’s single source of truth for inventory, receipts, fulfillments, returns, and other transactional records.
Proactively monitor order transmissions, with inventory counts, analysis, and shared inventory snapshot reporting, resolving fulfillment errors and implementing corrective actions to prevent recurrence.
Collaborate with Supply Chain, Marketplace, and Customer Support on inventory to monitor and maintain healthy stock levels across locations.
Oversee in-transit shipments, coordinating with carriers to resolve customs/clearance delays and ensuring all documentation is compliant and timely.

Benefits

Competitive salary, equity, and health benefits
Paid company holidays plus 20 PTO days per year
Paid Parental Leave
Flexible work hours and locations, including every other Friday off!
401K with matching for US employees
The chance to work at a startup that is making a positive social and environmental impact

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