RMA Specialist
ebm-papst Inc.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
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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.