RMA Account Coordinator (Contract)

About the team: 

Our support team provides best-in-class service and support to our growing customer base while meeting or exceeding our service level agreements defined by our business requirements. We’re highly focused on customer retention and loyalty, and we work hard to build systems and structures to reduce costs related to process inefficiencies.

About the role:

We’re looking for a RMA/Account Coordinator who is accurate, organized, self-motivated, and eager to provide superior service to internal and external customers.  This individual would be responsible for moving returns and repairs quickly through the system, and enabling/disabling software for customers. This position reports to the RMA Manager and will work closely with Support, Manufacturing, Finance and Logistics.  This position reports to the RMA Manager and will work closely with Support, Manufacturing, Finance and Logistics.  

Note: This will start off as a 3-month contract with opportunities for extension or conversion. 

How you’ll make an impact:

• Create sales orders and RMAs in NetSuite.
• Monitor JIRA tickets for completeness and accuracy.
• Regularly audit existing RMAs to identify outstanding or stalled items.
• Coach and train Support Reps in RMA best practices.
• Monitor, track, and analyze inventory of replacement stock to ensure supply levels are adequate. 
• Answer RMA-related questions.
• Document payments and shipments.
• Ensure proper routing of returned items to specific engineers or teams.
• Research order and return history.
• Setup new and update existing customer accounts in our proprietary software.

What would make you a good fit: 

• 2+ years of order management experience.
• Experience working with Atlassian Jira, Netsuite, MS Excel, Salesforce, Notion and Google Sheets.
• Experience working cross-functionally across technical, ops, and GTM teams.
• Self-starter with impeccable accuracy, excellent attention to detail, and stellar verbal and written communication skills.
  
  This is a fixed term position with a limited duration as outlined in the job description. The hourly wage range for this position is $30-$40* per hour. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, geographic location and experience. Fixed Term employees may be eligible to participate in the Company’s group health insurance plans after fulfilling tenure and waiting period requirements, subject to the terms and conditions of the plans.

 

#LI-AY1