Customer Service/RMA Coordinator

King & Bishop; Franklin (MA); On-site; USD 42,000 - 63,000; Full time

Job summary

King & Bishop in Franklin, MA is seeking a Returns Coordinator to manage RMA requests from intake to resolution, serve as the main customer contact, and coordinate with vendors and warehouse teams to ensure timely processing.

The role requires 1–3+ years in customer service or logistics, strong communication, and NetSuite experience; an associate degree is preferred. Join a team focused on accuracy and proactive follow-up.

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.

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.

Skills

Customer service

Order processing

Logistics coordination

ERP systems

Vendor coordination

Attention to detail

Written and verbal communication

Education

High school diploma

Associate degree (preferred)

Tools

NetSuite

CRM (optional)

Job description

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.