RMA Specialist

ebm-papst Inc.•Farmington, CT

4d•$25 - $27

About The Position

The RMA Specialist is responsible for managing the end-to-end Return Merchandise Authorization (RMA) process and credit process, while supporting order entry and key Customer Relations initiatives. This role serves as a critical liaison between customers, sales, operations, and quality to ensure a seamless customer experience through efficient handling of returns and timely order processing. The ideal candidate is highly detail-oriented, process-driven, and customer-focused, with the ability to manage multiple workflows in a fast-paced environment.

Requirements

A minimum of two years of related experience in customer service, order management, inside sales support, business administration, or RMA/returns processing.
Experience with Return Merchandise Authorization (RMA) processes, including intake, validation, documentation, return instructions, status follow-up, credits, re-bills, repair, replacement, warranty, or customer return resolution is preferred.
Experience with SAP or another ERP system, Microsoft Excel, Microsoft Word, customer communication, problem-solving, prioritization, follow-up, and accurate order processing is preferred.
Strong attention to detail and data accuracy
Excellent communication and customer relationship skills
Ability to manage multiple priorities, follow through on open items, and work cross-functionally
Process-oriented mindset with a focus on continuous improvement
Analytical skills with the ability to identify trends and root causes
Comfort working with ERP/CRM systems and customer records to support accurate tracking and reporting
Strong Excel skills for tracking, reporting, and follow-up management

Nice To Haves

Bachelor’s degree in a related field preferred
An equivalent combination of education and related experience is acceptable.
Experience in a manufacturing, distribution, logistics, or B2B customer support environment is a plus.

Responsibilities

Own and manage the full RMA lifecycle, including intake, validation, approval, and submission
Generate and issue RMAs and ensure all required documentation is complete and accurate
Coordinate returns for repair, replacement, or credit in alignment with company policies
Communicate return instructions, expectations, and status updates to customers
Partner with warehouse, quality, and supply chain teams to track returned materials and ensure timely processing
Maintain accurate records in ERP/CRM systems to track all RMA activity
Ensure compliance with warranty policies, return guidelines, and internal controls
Support escalation management and ensure timely communication and resolution of customer issues
Identify process gaps and recommend improvements to RMA workflows, aimed at increased efficiency and eliminating waste
Handle credits and re-bills
Perform other duties as assigned