Job Description

FOR MORE THAN 80 YEARS, Natus has been working in collaboration with clinicians to deliver industry-leading neuro solutions that help providers more easily make sense of the body’s signals.

Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency. There is a role for everyone who wants to be part of the innovative solutions at Natus Neuro.

The RMA Specialist is responsible for managing the full lifecycle of Return Material Authorizations (RMAs), ensuring accurate processing, timely resolution, and effective asset recovery. This is a highly operational, transaction-based role focused on RMA management, service coordination, and billing support. This role is best suited for candidates with hands-on experience in RMA processing, logistics, service operations, or order management. The position requires strong attention to detail, ownership of high-volume transactional work, and the ability to follow structured processes within established systems.

PRIMARY RESPONSIBILITIES

RMA Processing & Coordination
• Process and manage RMAs from initiation through closure
• Track returned products through receipt, evaluation, repair, replacement, or credit
• Validate RMA details, ensuring accuracy of product, warranty status, and service requirements
• Investigate and resolve non-returned items, shipment discrepancies, or incomplete RMAs
• Maintain complete and audit-ready documentation for all RMA activities

Asset Recovery & Tracking
• Monitor and follow up on outstanding RMAs to ensure timely equipment recovery
• Support recovery efforts for non-returned or overdue items
• Maintain accurate tracking of assets throughout the RMA lifecycle
• Ensure all RMAs are properly linked to customer records, orders, and service cases

Order & Billing Support
• Assist with service-related order processing, including warranty, repair, and billable services tied to RMAs
• Support credits, rebills, and billing adjustments related to RMA activity
• Partner with Finance to ensure accurate documentation and revenue tracking

Operational Reporting & Data Accuracy
• Maintain reports related to RMA status, aging, and asset recovery
• Identify discrepancies or trends impacting turnaround time or recovery rates
• Ensure data accuracy across systems and escalate issues as needed

Cross-Functional Coordination
• Serve as a point of contact for RMA-related inquiries
• Collaborate with Operations, Finance, and Service teams to resolve issues efficiently
• Escalate complex cases and support timely resolution

QUALIFICATIONS & EXPERIENCE

Required
• 2+ years of experience in RMA processing, logistics, order management, service coordination, or operations support
• Experience working in a high-volume, process-driven environment
• Strong attention to detail with a focus on accuracy and follow-through
• Ability to manage multiple transactions and priorities simultaneously

Preferred
• Experience in service operations, repair environments, or asset tracking
• Experience supporting billing, credits, or order adjustments
• Experience working in regulated or quality-driven environments

SYSTEMS & TOOLS

• Experience using systems such as Salesforce, ERP platforms, or case/order management tools (for processing and tracking work, not system administration)
• Proficiency in Excel for tracking and reporting (pivot tables, lookups preferred)

CORE COMPETENCIES

• Strong attention to detail and process adherence
• Ability to manage high-volume transactional workloads
• Organized with strong follow-up and ownership mindset
• Clear communicator across cross-functional teams
• Comfortable working within structured workflows and SOPs

Canada Pay Transparency Clause
This posting is for an existing vacancy. The expected annual base salary for this position is between $50-60K CAD. This role may also be eligible for a company bonus or commission plan, as applicable to the position. Canadian work experience is not required. Automated or artificial intelligence–assisted tools may be used in the screening or assessment of applicants. Candidates who participate in an interview will be advised whether a hiring decision has been made within 45 days of the final interview, in accordance with applicable law.

Compensation and Benefits: Along with a competitive salary and bonus structure, Natus offers a comprehensive healthcare package that starts on your first day of employment, paid statutory holidays, 3 weeks’ vacation and 7 sick days, RRSP Match, tuition reimbursement program eligibility and more...

Be the People part of the Neuro Solution. Apply Today.

EEO Statement: Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. This posting is for an existing vacancy.

Accessibility: Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of the Accessibility for Ontarians with Disabilities Acts (AODA) and have established policies, procedures and practices which adhere to the accessibility standards set out in the AODA. Should you require any accommodation throughout the recruitment process please do not hesitate to contact our Human Resources Department.
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