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.
