RMA Operations Lead
About The Position
The RMA Operations Lead is responsible for supporting the day-to-day operations of the RMA department under the direction of the RMA Supervisor. This role serves as a working lead, providing guidance and coordination to RMA processing staff while actively participating in all aspects of the returns process. Core responsibilities include processing customer credits, receiving and prioritizing incoming returns, maintaining departmental workflow, communicating with customers regarding payments and follow-ups, and preparing units for return to inventory or back to customers as required. The ideal candidate is detail-oriented, customer-focused, and capable of managing competing priorities in a fast-paced environment.
Requirements
- High school diploma or equivalent required
- 2+ years of experience in an RMA, warehouse, logistics, or customer service environment
- Strong organizational and time management skills with the ability to prioritize effectively
- Excellent written and verbal communication skills
- Proficiency with ERP/order management systems and Microsoft Office Suite
- Ability to lift up to 50 lbs and stand for extended periods as needed
Nice To Haves
- Leadership & Team Coordination
- Attention to Detail
- Customer Service Orientation
- Problem Solving & Critical Thinking
- Accountability & Dependability
Responsibilities
- Accurately process customer credits associated with returned merchandise, ensuring timely and correct application in accordance with company policies and procedures.
- Receive and inspect incoming return units, assess condition and document as needed, and evaluate the urgency and priority level of each return to ensure appropriate handling and turnaround time.
- Monitor and maintain the daily workflow of RMA, redistributing workloads as needed, and ensuring all returns are processed in a timely manner.
- Serve as a point of contact for customers regarding payments, outstanding requests, and return follow-ups; provide timely, professional, and accurate responses to inquiries to ensure a positive customer experience.
- Package and prepare completed units for return to inventory or shipment back to customers as required, ensuring all units meet quality and condition standards prior to disposition.
Benefits
- Annual discretionary bonus
- Purchase company stock at a discounted rate
- Collaborative, fun, creative culture where idea sharing is encouraged
- Casual dress (Jeans are welcome!)
- Medical, dental, vision & prescription benefits starting day 1
- Generous medical plan subsidy
- Health savings account option with company contribution
- Up to $5,000 annual company match for 401k
- Company paid short-term/long-term disability, AD&D and life insurance
- Paid maternity and paternity leave
- 15 Days of Paid Vacation accrued per year (increases after year 3)
- 7 Paid Sick/Wellness days per year
- 9 Paid Holidays per year
- Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
- Employee Equipment Program – Free Alarm.com system for your home!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
