Position Summary
We are seeking a proactive and detail-oriented Returns Specialist to manage customer product returns and warranty claims in a manufacturing environment. Reporting to the RMA Manager, this role serves as a key connection between Customer Service, Quality, Parts, Engineering, and Production to ensure returned products are evaluated, repaired, replaced, or credited accurately and in a timely manner. The ideal candidate is highly organized, comfortable coordinating across multiple departments, and experienced using an ERP system to track return activity, documentation, and inventory movement.
Job Type
Full-Time
Key Responsibilities
- Process RMA requests and returns to ensure timely resolution and high customer satisfaction
- Coordinate with service, production, engineering, quality, and parts teams regarding repairs, replacements, and credit approvals
- Receive returned materials and verify completeness, condition, and supporting documentation
- Maintain and monitor RMA records in Epicor ERP, including status, notes, job progress, and inventory transactions
- Communicate return status, findings, delays, or decisions clearly and professionally to internal teams and customers
- Route returned parts to inspection, service, scrap, or restock in accordance with company procedures
- Work interdepartmentally to help identify repeat issues and support root cause or corrective action efforts
- Maintain organized and accurate RMA files, tracking logs, and system entries
Support continuous improvement initiatives to reduce resolution time and improve the customer experience
Qualifications & Skills
- 2–4 years of experience in manufacturing, service coordination, customer support, or returns/RMA processing (industrial environment preferred)
- Working knowledge of manufacturing workflows, service or repair processes, or order fulfillment operations
- Experience using Epicor ERP or similar systems to process RMAs, jobs, or inventory transactions
- Strong organizational, problem-solving, and multitasking skills
- Excellent written and verbal communication skills for cross-functional coordination
- High attention to detail and accuracy in data entry, documentation, and materials handling
- Proficiency in Microsoft Office, particularly Excel and Outlook
- Mechanical aptitude or familiarity with industrial equipment is a plus