RMA Discrepancy Resolution Specialist

Job Description

Job Description

Shape the Return Experience from Start to Finish

Picture your day: you start by scanning your RMA dashboard, spotting a few discrepancies that need untangling. A customer calls about a spare part that doesn’t match their order. You listen, educate, and guide them to a solution—ideally in one call—using the tools at your fingertips. By mid-morning, you’re partnering with Operations and Supply Chain to make sure service level agreements (SLAs) stay on track. In the afternoon, you facilitate a quick huddle to close a process gap you uncovered between current and future-state workflows. Before you log off, you publish the day’s RMA performance metrics and document a root-cause narrative so the same issue doesn’t happen twice.

What You’ll Own

• Resolve Return Material Authorization (RMA) discrepancies with a professional, solutions-first approach while serving as a primary customer contact
• Deliver timely, accurate responses and aim for one-call resolution by leveraging internal systems and knowledge resources
• Collaborate across teams to meet or exceed SLAs and uphold service commitments
• Lead discussions to identify and bridge gaps between current and future-state processes
• Analyze operational workflows and recommend targeted improvements to elevate efficiency, quality, and overall performance
• Support leadership in evaluating risk, cost, and timeline for process reengineering efforts
• Track key RMA KPIs, perform root cause analyses, and implement actions to close SLA shortfalls
• Translate business objectives into clear functional requirements and help shape effective solutions
• Apply project management principles—scope, timelines, resources, and risks—to keep initiatives on course
• Contribute to inventory optimization strategies for spare parts and returns

How You’ll Do It

• Educate customers on return procedures and options to create confidence and clarity
• Use strong analytical and problem-solving skills to continuously refine complex processes
• Communicate clearly and influence outcomes with both customers and internal stakeholders
• Juggle multiple priorities in a fast-paced setting without sacrificing accuracy or integrity

What Success Looks Like

• Faster, cleaner RMA resolutions with first-contact closure whenever possible
• Improved SLA attainment supported by visible metrics and documented root causes
• Smoother cross-functional workflows and measurable gains in efficiency and quality
• Better-aligned spare parts inventory through data-informed recommendations

Qualifications

• Advanced proficiency with Microsoft Office (Excel, Word, PowerPoint)
• Exceptional communication skills; adept at educating customers and influencing teams
• Proven ability to manage multiple deadlines in a dynamic environment
• Commitment to quality, integrity, and continuous improvement

Education & Experience

• Bachelor’s degree preferred
• 3+ years of relevant experience in customer support, operations, or process improvement

Additional Details

You may support activities across multiple facilities, and responsibilities may evolve as business needs change.