Job Summary
KDCI Outsourcing is seeking a Returns Processing Coordinator responsible for managing Return Merchandise Authorization (RMA) requests from initiation through completion. This role serves as a key liaison between clients, internal teams, and vendors or manufacturers to ensure timely, accurate, and efficient processing of returns while maintaining a high level of customer service and operational accuracy.
Key Responsibilities
RMA and Returns Processing
- Manage RMA requests end-to-end, coordinating with internal teams and clients to ensure smooth processing
- Review and validate new return cases to confirm all required information is complete, including order numbers, serial numbers, and supporting documentation or images
- Initiate and manage return cases with vendors and manufacturers via phone, email, or chat
Vendor and Client Coordination
- Act as the primary point of contact between clients, vendors or manufacturers, and internal stakeholders
- Interpret and communicate return instructions clearly to all involved parties
- Coordinate inbound and outbound shipments related to return cases
Documentation and System Management
- Prepare and maintain accurate return documentation and records
- Ensure proper processing and tracking of returns within NetSuite or related ERP systems
- Maintain organized and up-to-date case notes, logs, and supporting files
Cross-Functional Collaboration
- Work closely with Inventory Control and operations teams to ensure returns are completed within vendor-approved timelines
- Collaborate with internal departments to resolve return-related issues efficiently
Process Improvement and Training Support
- Maintain and update training materials, process documentation, and SharePoint resources as workflows evolve
- Support process improvements to enhance efficiency and accuracy in return operations
Job Requirements
- 2 to 3 years of experience in returns processing, logistics, supply chain, or related operational roles
- Strong organizational and time management skills with the ability to manage multiple return cases simultaneously
- Excellent written and verbal communication skills for client and vendor coordination
- Experience using ticketing systems and ERP platforms, preferably NetSuite
- High attention to detail, especially when validating return information and documentation
- Ability to work cross-functionally and manage stakeholder expectations professionally
- Strong problem-solving skills with a focus on operational efficiency and accuracy
Nice to Have
- Experience handling RMA processes and vendor or manufacturer coordination
- Familiarity with logistics, reverse logistics, or reverse supply chain workflows
- Experience maintaining process documentation and training materials
Employment Code: 5.28.26.B
