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