Job Description

Position Summary

The RMA Specialist is responsible for managing and processing customer returns, claims, and related service requests across all sales channels. This role serves as a key liaison between customers and internal departments to ensure timely, accurate, and efficient resolution of claims. The RMA Specialist partners closely with Accounting, Quality Assurance, Customer Support, Inside Sales, Regional Sales Managers, Manufacturer Representatives, and the RMA Supervisor to support customer satisfaction and continuous process improvement.

Essential Duties and Responsibilities

• Process, enter, and manage customer claims through the Continuum Claims Portal.
• Investigate claims using available systems, tools, and resources to identify root causes and determine appropriate resolutions.
• Collaborate with cross-functional teams to research, track, and resolve open claims in a timely manner.
• Work with internal departments to identify and implement corrective actions that address recurring claim issues and process errors.
• Provide professional and responsive support to customers via phone and email regarding returns, claims, and product inquiries.
• Research and resolve claims submitted through retail customer portals.
• Document customer feedback, both positive and negative, by creating and maintaining tasks within the P21 system.
• Maintain accurate records and ensure all claim-related documentation is complete and up to date.
• Contribute to process improvement initiatives that enhance customer experience and operational efficiency.
• Perform additional duties and responsibilities as assigned.

Requirements

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience.
• Two to four years of experience in returns processing, claims administration, customer service, or a related field.
• Strong customer service skills with experience handling customer inquiries and resolving issues professionally.
• Excellent data entry accuracy and attention to detail.
• Strong analytical and problem-solving skills with the ability to identify issues, gather data, draw conclusions, and recommend solutions.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and responsiveness.
• Strong business acumen and commitment to delivering exceptional customer service.

Preferred Qualifications

• Experience within the safety products, manufacturing, industrial distribution, or related industry.
• Experience using P21 (Prophet 21) or similar ERP systems.
• Knowledge of claims management returns processing, and continuous improvement practices.

Physical Demands

While performing the duties of this position, the employee:

• Frequently sits, walks, and uses hands to handle, reach, and operate office equipment.
• Regularly communicates with customers and employees verbally and in writing.
• Occasionally stands, stoops, kneels, crouches, or crawls.
• Must be able to perform work in a typical office environment and use standard computer equipment for extended periods.

Key Competencies

• Customer Focus
• Attention to Detail
• Problem Solving and Root Cause Analysis
• Communication Skills
• Teamwork and Collaboration
• Time Management
• Process Improvement Mindset
• Accountability and Reliability
• Adaptability