RMA Coordinator

Job Responsibilities

  • Organize on-time shipments of replacement and/or repaired customer products according to company service level guidelines.
  • Manage field product returns by correct assignment Return Material Authorization disposition from within CRM.
  • Set customer expectations and maintain customer relationship through RMA process, providing status and expectation setting. This includes directly notifying customers of service level misses and providing accurately revised estimated ship dates.
  • Daily review of product backlog/inventory in all logistic centers including daily executive summary report creation and distribution.
  • Work directly with Repair Depot team and logistics centers to set RMA workload priorities. This includes weighing multiple tangible and intangible variables to attain the best possible prioritization balance.
  • Apply planning, scheduling and inventory management techniques to minimize backlog in support of a seamless customer experience.
  • Document and maintain all current RMA processes, with constant attention to measurable and continuous improvement.
  • Assist customers and channels with DroboCare activations while promoting awareness of deliverables and mutual commitments relative to the support and RMA process.
  • Analyze and provide detailed trend reporting of product failures by teaming with our domestic and international Depot Repair centers.


  • Great attention to detail and very well organized
  • Excellent soft skills, written, verbal and communications skills
  • Knowledge of Oracle Right Now a plus
  • Proficient in Microsoft Excel
  • Experience with an MRP system helpful
  • 3-5 years’ experience in customer service
  • Prior RMA experience a plus