RMA Operations Lead

Position Summary The RMA Operations Lead is responsible for supporting the day-to-day operations of the RMA department under the direction of the RMA Supervisor. This role serves as a working lead, providing guidance and coordination to RMA processing staff while actively participating in all aspects of the returns process. Core responsibilities include processing customer credits, receiving and prioritizing incoming returns, maintaining departmental workflow, communicating with customers regarding payments and follow-ups, and preparing units for return to inventory or back to customers as required. The ideal candidate is detail-oriented, customer-focused, and capable of managing competing priorities in a fast-paced environment. Essential Job Duties & Responsibilities Credit Processing – Accurately process customer credits associated with returned merchandise, ensuring timely and correct application in accordance with company policies and procedures. Receiving & Priority Evaluation – Receive and inspect incoming return units, assess condition and document as needed, and evaluate the urgency and priority level of each return to ensure appropriate handling and turnaround time. Departmental Workflow Management – Monitor and maintain the daily workflow of RMA, redistributing workloads as needed, and ensuring all returns are processed in a timely manner. Customer Communication – Serve as a point of contact for customers regarding payments, outstanding requests, and return follow-ups; provide timely, professional, and accurate responses to inquiries to ensure a positive customer experience. Unit Preparation & Disposition – Package and prepare completed units for return to inventory or shipment back to customers as required, ensuring all units meet quality and condition standards prior to disposition. Qualifications High school diploma or equivalent required 2+ years of experience in an RMA, warehouse, logistics, or customer service environment Strong organizational and time management skills with the ability to prioritize effectively Excellent written and verbal communication skills Proficiency with ERP/order management systems and Microsoft Office Suite Ability to lift up to 50 lbs and stand for extended periods as needed Competencies Leadership & Team Coordination Attention to Detail Customer Service Orientation Problem Solving & Critical Thinking Accountability & Dependability Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time. The Perks! The on-target pay for this opportunity is $21.50 - $22.25 per hour. This role is also eligible for an annual discretionary bonus. Employees are eligible to purchase company stock at a discounted rate Collaborative, fun, creative culture where idea sharing is encouraged Casual dress (Jeans are welcome!) Medical, dental, vision & prescription…