Customer Service Specialist

The Nagler Group; Methuen (MA); On-site; USD 34,000 - 37,000; Full time

Job summary

The Nagler Group is seeking a detail-oriented Customer Service Representative / RMA Specialist in Methuen, MA. You will support customers through the product return and service process and work closely with internal teams to resolve issues efficiently.

The role requires strong communication, organizational skills, and proficiency in Microsoft Office. Monday–Friday, full-time, $25–$27 per hour. Join a collaborative team focusing on accuracy and timely service.

Qualifications

• Experience in customer service, order administration or returns processing.
• Strong attention to detail and ability to manage documentation/data accurately.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications.

Responsibilities

• Receive and review return requests and initiate the RMA process.
• Gather information and documents to authorize returns.
• Review incoming products to confirm they match approved returns.
• Determine next steps for returned products (repair, replacement, etc.).
• Coordinate with warehouse and quality teams on returns and inspections.
• Keep customers informed by phone and email.

Skills

Customer service

Order administration

Returns processing

Inside sales support

Attention to detail

Communication

Microsoft Word

Excel

PowerPoint

Outlook

Organizational skills

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Customer Service Representative

Our client is seeking a detail-oriented Customer Service Representative / RMA Specialist to support customers throughout the product return and service process. This position is ideal for someone who enjoys solving problems, staying organized, and working closely with both customers and internal teams.

The RMA Specialist will serve as a primary point of contact for customers with product returns, coordinating documentation and next steps while partnering with departments such as Sales, Warehouse, Quality, Engineering, and Accounting. The successful candidate will be comfortable managing multiple requests at once and ensuring that each transaction is handled accurately and efficiently.

Location: Methuen, MA
Schedule: Monday–Friday, full-time
Compensation: $25/hr - $27/hr

What You’ll Do

• Receive and review customer requests for product returns and initiate the appropriate RMA process.
• Gather required information and documentation to ensure returns are properly authorized and processed.
• Review incoming products and related information to confirm that items match the approved return and meet applicable requirements.
• Help determine the appropriate next step for returned products, including repair, replacement, or other resolution.
• Coordinate with warehouse and quality teams regarding incoming returns, inspections, and disposition.
• Keep customers informed throughout the process and respond to questions by phone and email.
• Investigate and resolve issues that may arise during the return or service process.
• Enter and maintain detailed information in internal systems, including RMA documentation and customer correspondence.
• Prepare and process related quotes, sales orders, and work orders as needed.
• Maintain accurate records and ensure documentation is complete and up to date.
• Work collaboratively with internal departments to keep customer requests moving forward.
• Perform general administrative and customer service responsibilities as needed.

What We’re Looking For

• Previous experience in customer service, order administration, returns processing, inside sales support, or a similar role.
• Strong attention to detail and the ability to accurately manage documentation and data.
• Excellent written and verbal communication skills.
• Comfortable communicating with customers and internal stakeholders by both phone and email.
• Strong organizational skills with the ability to prioritize multiple requests.
• Ability to investigate issues, identify solutions, and follow through to resolution.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Comfortable learning and working within internal business systems and databases.
• Ability to work effectively in a collaborative, fast-paced environment.