RMA Specialist

Natus•Oakville, ON

2d•CA$50,000 - CA$60,000•Onsite

About The Position

The RMA Specialist is responsible for managing the full lifecycle of Return Material Authorizations (RMAs), ensuring accurate processing, timely resolution, and effective asset recovery. This is a highly operational, transaction-based role focused on RMA management, service coordination, and billing support. This role is best suited for candidates with hands-on experience in RMA processing, logistics, service operations, or order management. The position requires strong attention to detail, ownership of high-volume transactional work, and the ability to follow structured processes within established systems.

Requirements

2+ years of experience in RMA processing, logistics, order management, service coordination, or operations support
Experience working in a high-volume, process-driven environment
Strong attention to detail with a focus on accuracy and follow-through
Ability to manage multiple transactions and priorities simultaneously
Experience using systems such as Salesforce, ERP platforms, or case/order management tools (for processing and tracking work, not system administration)
Proficiency in Excel for tracking and reporting (pivot tables, lookups preferred)

Nice To Haves

Experience in service operations, repair environments, or asset tracking
Experience supporting billing, credits, or order adjustments
Experience working in regulated or quality-driven environments

Responsibilities

Process and manage RMAs from initiation through closure
Track returned products through receipt, evaluation, repair, replacement, or credit
Validate RMA details, ensuring accuracy of product, warranty status, and service requirements
Investigate and resolve non-returned items, shipment discrepancies, or incomplete RMAs
Maintain complete and audit-ready documentation for all RMA activities
Monitor and follow up on outstanding RMAs to ensure timely equipment recovery
Support recovery efforts for non-returned or overdue items
Maintain accurate tracking of assets throughout the RMA lifecycle
Ensure all RMAs are properly linked to customer records, orders, and service cases
Assist with service-related order processing, including warranty, repair, and billable services tied to RMAs
Support credits, rebills, and billing adjustments related to RMA activity
Partner with Finance to ensure accurate documentation and revenue tracking
Maintain reports related to RMA status, aging, and asset recovery
Identify discrepancies or trends impacting turnaround time or recovery rates
Ensure data accuracy across systems and escalate issues as needed
Serve as a point of contact for RMA-related inquiries
Collaborate with Operations, Finance, and Service teams to resolve issues efficiently
Escalate complex cases and support timely resolution