RMA Specialist

We are seeking a detail-oriented and process-driven RMA Specialist to support and enhance our hardware return and replacement operations. This role is critical to ensuring a seamless customer experience by managing product returns, maintaining accurate system records, and identifying opportunities to improve processes and service quality. The ideal candidate is highly organized, analytical, and comfortable working cross-functionally in a fast-paced environment. This individual will play a key role in maintaining SLA performance, improving operational workflows, and ensuring accurate tracking of hardware throughout the return lifecycle. The Outcomes You’ll Deliver Accurate and Efficient RMA Processing : Ensure all return requests are processed promptly and correctly, with complete and accurate documentation across systems.

Process Optimization and Documentation

Continuously refine and maintain RMA workflows and documentation, improving efficiency and reducing errors. Data-Driven Performance Improvement : Track and analyze RMA trends, quality metrics, and KPIs to identify root causes and improve performance.

Seamless Cross-Functional Coordination

Collaborate effectively with internal teams and vendors to ensure timely product replacements and communication.

In this role, you can expect to

RMA Operations

Process product returns and conduct product failure analysis Maintain and update RMA case information in CRM systems Monitor shipment and delivery of replacement products

Data Management & Reporting

Maintain shared spreadsheets with high accuracy Track RMA quality metrics and KPIs Analyze and document trends

Process Improvement

Maintain and update process documentation Partner with vendors to improve processes

Cross-Functional Collaboration

Work with internal teams on RMA requests Ensure clear communication across stakeholders

To thrive in this role, you have

Experience

Bachelor’s degree or equivalent preferred 2+ years of RMA or order management experience

Technical Skills

MS Office proficiency Experience with Salesforce or CRM systems

Core Competencies

Attention to detail Strong organizational skills Ability to manage multiple priorities Strong communication skills

Work Style

Adaptable and flexible Self-motivated Ownership mindset

How You Play Ownership over Participation – You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. Team over Stars – You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. Growth over Comfort – You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn. Fairness over Popularity – You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.