Customer Service Representative

Customer Service / Return Material Authorization Coordinator

All on-site in Franklin, MA

$22-27/hr depending on related experience

Long term contract with potential for perm

Description

We are seeking an organized and customer-focused Customer Service/RMA Coordinator to manage product returns, repairs, replacements, and warranty-related requests from initial intake through final resolution. This role serves as a key point of contact for customers while coordinating closely with vendors, warehouse operations, Accounts Receivable, and Quality.

The ideal candidate is detail-oriented, comfortable managing multiple open cases, and experienced with customer service, order processing, purchasing, or logistics in an ERP-driven environment.

Key Responsibilities:

• Process incoming Return Material Authorization (RMA) requests and action requests.
• Serve as the primary customer contact throughout the return, repair, or replacement process.
• Review and categorize return requests based on return reason, warranty status, financial thresholds, and other applicable criteria.
• Determine the appropriate resolution path and communicate next steps clearly to customers.
• Provide pricing, markups, and repair cost estimates and obtain customer approval or disposition decisions.
• Create and maintain Repair Sales Orders, Replacement Sales Orders, and Return Authorizations in NetSuite.
• Work directly with vendors to obtain RMA numbers and warranty determinations.
• Create and maintain Repair Purchase Orders and Vendor Return Authorizations directly with vendors.
• Track open cases and proactively follow up with customers and vendors to prevent unnecessary delays.
• Partner with the Warehouse team to coordinate the receipt, disposition, and shipment of returned materials.
• Provide clear shipping instructions and disposition decisions to support accurate and timely processing.
• Coordinate with Accounts Receivable to ensure credits, invoices, and vendor payments are processed accurately.
• Maintain complete and consistent case documentation.
• Support Quality initiatives by providing accurate return information for trend monitoring and corrective action processes.

Qualifications

• High school diploma required; associate degree preferred.
• 1–3+ years of experience in customer service, order processing, purchasing, logistics coordination, returns, or a related function.
• Experience with NetSuite or a comparable ERP system strongly preferred.
• Strong organizational skills and attention to detail.
• Ability to manage multiple open requests and follow through from intake to resolution.
• Strong written and verbal communication skills with a customer-service mindset.
• Ability to work effectively across customers, vendors, warehouse operations, finance, and quality teams.