RMA Coordinator

Job Title : RMA Coordinator Location : Irwindale, CA | on-site position Department : RMA Employment Type : Full-time About ZOTAC ZOTAC designs and manufactures graphics cards, mini PCs, MEK® gaming PCs, and related computer products for customers around the world. ZOTAC USA supports customers through technical assistance and warranty service. Overview ZOTAC USA is seeking two RMA Coordinators to support our returns, repairs, and replacement processes. You will review service requests, maintain accurate records, coordinate with internal teams, and keep customers informed from initial inquiry through case closure. This role is ideal for a detail-oriented, organized professional with strong communication skills and basic knowledge of computer hardware. Key Responsibilities Serve as a customer contact for RMA inquiries through assigned phone, email, and ticketing channels. Review serial numbers, proof of purchase, warranty eligibility, and required documentation; follow up on incomplete or inconsistent information. Process routine RMA requests in accordance with company policies and delegated authority; escalate warranty exceptions, disputes, and unusual cases to management. Explain RMA procedures, shipping instructions, and service status clearly and accurately without making commitments outside approved policies. Process and track inbound and outbound RMA transactions, including product model, serial number, case status, and shipment information. Maintain complete case notes and accurate records of customer communications, supporting documents, and service actions. Coordinate with technical support, receiving, repair, shipping, and other internal teams for approved repairs, replacements, or credits. Monitor pending cases, follow up on delays and shipping discrepancies, and provide timely customer updates through closure. Follow company procedures for customer privacy, case documentation, communication, and escalation; identify opportunities to improve RMA processing. Requirements Strong verbal and written English communication skills and a professional, patient approach to customer concerns. Excellent attention to detail, organizational skills, and accurate data entry. Ability to prioritize multiple cases, meet deadlines, and follow established procedures in a fast-paced environment. Basic knowledge of computer hardware and familiarity with graphics cards and PC systems. Comfort using email, standard office software, and spreadsheets; ability to learn ticketing and RMA systems. Preferred Qualifications One to three years of customer service, RMA processing, warranty administration, or related experience. Experience using ticketing systems, inventory or order management software, and Microsoft Excel. Experience handling return shipments, service follow-up, or customer issues by phone or online. Additional knowledge of PC hardware, graphics cards, mini PCs, or gaming PCs. Benefits Medical, dental, vision, and disability coverage. 401(k) with 100% employer match up to 6%. Paid time off and paid sick leave. Opportunities for growth and career development. Expected Salary $20.00 – 22.00/hr Starting pay within the range depends on relevant experience and qualifications. Job Type: Full-time Pay: $20.00 - $22.00 per hour Benefits: 401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Work Location: In person

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