POSITION TITLE: Return Merchandise Authorization (RMA) Coordinator

POSITION OBJECTIVE:

To efficiently manage the Return Merchandise Authorization (RMA) process by coordinating product returns, ensuring accurate documentation, and maintaining clear communication with customers, suppliers, and internal teams. This role facilitates root cause investigations for returned products, collaborating with quality and engineering teams to identify issues, prevent recurrence, and improve overall product reliability. The goal is to minimize turnaround time, support continuous improvement, and maintain high customer satisfaction through organized, timely, and compliant RMA handling.

POSITION RESPONSIBILITIES:

Oversee the RMA Process from Intake to Final Resolution

• Review and secure appropriate approvals for new RMA requests.
• Log and document returned goods, verifying items against invoices or requisitions.
• Inspect returned items to determine compliance with specifications.
• Monitor workflow and rework activities through ongoing case disposition tracking.
• Coordinate with Production Control to ensure part availability and provide internal updates on RMA status.
• Compile reports on inventory adjustments, stock usage, damage, and location updates.
• Coordinate with Warehouse staff to properly store returned merchandise with accurate identification.
• Acts as a liaison between production, order entry, sales, and shipping to provide outstanding customer service.
• Demonstrates strong problem-solving skills by independently troubleshooting routine issues, applying critical thinking, and identifying root causes before escalating.
• Exhibits solid technical aptitude, with the ability to quickly learn new systems, understand functionality, and adapt to technology.

Collaborate Timely and Effectively Across Cross-Functional Teams

• Obtain management approval for RMA returns, including replacements, repairs, or credits.
• Investigate material failures and track responses to inquiries involving materials and vendors.
• Coordinate testing efforts with Quality Assurance (QA), Engineering, and Production teams.
• Analyze data across departments to identify improvement opportunities, reduce recurring issues, and support RMA case management.
• Lead and follow up on root cause investigations following RMA procedures.
• Manage and streamline all RMA-related communication proactively.
• Ensure compliance with internal procedures, company policy, and ISO standards.

RMA Reporting

• Maintain detailed documentation of all activities related to case disposition with attention to measurable and continuous improvement.
• Update and track RMA metrics.
• Lead RMA case discussions during relevant team or cross-functional meetings.
• Prepare and distribute reports to management and other stakeholders as needed.
• Recommend preventative actions to reduce the occurrence of similar issues.
• Facilitate the Corrective Action process and compile reports outlining product disposition and corrective action measures taken.

This description of duties is not intended to be all-inclusive or to limit the discretionary authority to assign other tasks of a similar nature and/or level of responsibility.

COMPENTENCIES

Adaptability- Adapting in order to work effectively in ambiguous or changing situations, and with diverse individuals and groups.

• Changes own behavior or approach to suit the situation.
• Adjust rules or procedures, based on the situation, while remaining guided by the organization's values.
• Adapts behavior to perform effectively under changing or unclear conditions.

Collaborating with Others: Working together with others in a cooperative and supportive manner to achieve shared goals.

• Initiates collaboration with others.
• Assumes additional responsibilities to facilitate the achievement of team goals.
• Seeks input from others on matters that affect them.
• Anticipates when others might require assistance, providing it before they ask for it.

Attention to Detail - Working in a conscientious, consistent and thorough manner.

• Identifies multiple sources/approaches of information to ensure that details are addressed.
• Reviews the work of others for accuracy and thoroughness.
• Follows up to ensure tasks are completed and commitments are met by others.
• Verifies that work have been done according to procedures and standards.

Quality Focus - Follows up on procedures, ensures high quality output, takes action to solve quality problems or notify quality issues as appropriate.

• Explains the organizational policies and procedures for quality assurance.
• Works at a level that exceeds quality standards set by the organization.
• Reviews the work of others to ensure that organizational quality standards are met.
• Advises management when quality issues and challenges are apparent.

POSITION REQUIREMENTS:

• A two-year technical degree or equivalent work experience working in an inspection or testing role is preferred.
• Strong organizational and time management skills.
• 1-2 years� experience using Problem-Solving Tools preferred.
• Excellent written and oral communication skills.
• Strong attention to detail and accountable for managing problems through resolution.
• Working knowledge of Lean Manufacturing principles and Six sigma methodologies, Green belt certification preferred.
• Ability to support or participate in continuous improvement initiatives.
• Preferred knowledge of fiber optic cable production and assembly skills is preferred.
• Strong computer skills (e.g., Microsoft Office, MRP/ERP systems, etc.), experience with Epicor a plus.
• Ability to multitask and handle competing priorities.
• Ability to work in a fast-paced environment; understand urgency and deadlines.
• This role involves limited domestic travel (approximately 5%) as necessary for business purposes

BENEFITS for full-time:

• Comprehensive Medical, Dental, and Vision benefits.
• 100% company paid Short-term and Long-term disability insurance coverage.
• 100% company paid Basic Life and Accidental Death and Dismemberment (AD&D) insurance coverage.
• 100% company paid Business Travel Accident (BTA) insurance.
• 100% company paid Employee Assistance Program (EAP).
• Additional voluntary benefits are offered.
• 401K plan: Maximum match is 4.5% of the first 6% of contribution.
• Employee Stock Purchase Plan.
• Clearfield's Time Off Policy includes Personal Time Off (PTO) beginning at three weeks annually. PTO is accrued on the first of the month starting on day of hire. Voluntary Time Off (VTO) is eight hours each calendar year, In addition, nine paid holidays per year.

SALARY RANGE: $49,045-$61,306-$73,567, Bonus eligible

An Offer of employment will be extended at a level consistent with the experience and qualifications of the candidate. This information reflects the anticipated salary range for this position at the time of posting. The salary range may be modified in the future and actual compensation may vary from the posting based on various factors such as geographic location, work experience, education and/or skill level.