RMA Specialist

ebm-papst Inc.

Job Description

Department: Customer Relations Job Title: RMA Specialist Position Summary: 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. Essential Functions of the Job: With or without reasonable accommodation, the employee must be able to perform the following essential functions: · 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 Recommended Education and Experience · Bachelor’s degree in a related field preferred, or a minimum of two years of related experience in customer service, order management, inside sales support, business administration, or RMA/returns processing. An equivalent combination of education and related experience is acceptable. · 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. · Experience in a manufacturing, distribution, logistics, or B2B customer support environment is a plus. Skills & Competencies · 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 Benefits: Eligible employees receive a comprehensive benefits package including medical, dental and vision insurance; HSA options; life and disability insurance; voluntary supplemental benefits; a 401(k) retirement plan with company contributions; and paid time off.