Returns and Support Coordinator
Wav,-LLC
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Job summary
WAV, LLC in College Station, TX seeks a Returns and Support Coordinator to handle Tier 1 technical support, RMA and VRA transactions using Freshdesk and NetSuite. You will coordinate with engineers, vendors, and sales to resolve issues and maintain documentation throughout the RMA lifecycle.
The role requires an associate’s degree (or equivalent) and at least two years’ experience in customer-facing technical support, ticket management, or RMA processing.
Qualifications
- Associate’s degree or equivalent required; 2+ years in customer-facing technical support, ticket management, RMA processing, quality control, service coordination, or process documentation preferred.
- Strong written and verbal communication skills; ability to manage multiple requests and document processes clearly.
- Experience with CRM or ticketing systems to track returns and customer interactions.
Responsibilities
- Serve as the primary contact for Tier 1 technical support and RMA requests from first contact through resolution.
- Monitor live chat and ticketing system, resolve inquiries or escalate as needed.
- Process RMA and VRA transactions in NetSuite, issue RMA numbers, and coordinate vendor returns.
- Maintain accurate RMA records and support documentation; generate summaries and reports.
- Provide backup coverage and assist with quarterly inventory reconciliation.
Skills
Education
Tools
Job description
About the Organization WAV, LLC is a premier technology and solutions distributor known for our comprehensive range of fiber and wireless broadband, LTE and networking and Wi‑Fi solutions, tailored to meet the connectivity needs of our customers. WAV is committed to bridging the digital divide and connecting every American to the Internet.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description
The Returns and Support Coordinator serves as the first point of contact for WAV customers seeking Tier 1 technical support, RMA service, and live chat assistance. The role's primary responsibilities are managing customer requests from first contact through resolution and processing RMA and VRA transactions accurately in NetSuite. Using Freshdesk and NetSuite, the coordinator qualifies requests, resolves routine issues through established procedures and checklists, escalates matters to the appropriate engineer or vendor, and remains the customer's liaison until closure. The role also maintains the department's process documentation library.
This position is central to the customer experience, ensuring every return and support request is handled promptly, accurately, and with clear communication at each step. The coordinator works closely with customers, sales, engineering, and the RMA Technician, who serves as the trained backup for this role, with reciprocal backup coverage as assigned. The role is expected to build working knowledge of the networking and broadband technologies WAV sells; product and technology training is provided. Assignments may evolve as the team cross-trains and business needs change, while the essential responsibilities of the position remain in place.
- Serve as the primary customer contact for Tier 1 technical support and RMA requests. Own customer communication and case coordination from first contact through resolution, including while an engineer or vendor owns the escalated technical work.
- Monitor and respond to live chat in WAV's designated ticketing system (currently Freshdesk), resolving inquiries directly, converting them to tickets, or escalating as appropriate.
- Receive and qualify incoming RMA and technical support requests arriving by ticket, chat, email, or phone; triage and assign per established procedures and the response and resolution targets set by the Lead Integration Solutions Engineer.
- Meet the response, resolution, and vendor-program service targets assigned to each case. Identify cases at risk of missing a target and notify the Lead Integration Solutions Engineer before a breach occurs.
- Resolve routine inquiries using documented procedures and checklists; elevate issues beyond Tier 1 scope to pre-sales engineering or vendor support and follow each escalation through to confirmation.
- Keep customers informed throughout the RMA lifecycle with status updates, documentation requests, and return instructions.
- Relay evaluation outcomes to customers, translating the RMA Technician's findings into clear explanations of the issue and the resolution.
- Process RMA and VRA transactions in NetSuite, including issuing RMA numbers, creating replacement orders, applying credits, and completing related documentation.
- Coordinate vendor return authorizations end to end, tracking each through documentation, return shipment, and confirmed credit issuance.
- Manage RMA cases initiated through a manufacturer's ticketing portal when the customer submits the request directly to the vendor. Monitor and update the vendor ticket, elevate delays or issues, and fulfill the WAV-provided replacement when applicable. Keep the WAV and vendor tickets cross‑referenced, synchronized, and current from opening through closure.
- Maintain accurate records of all open, pending, and closed RMAs in compliance with internal processes, warranty policies, and vendor requirements.
- Partner with shipping and logistics to keep return shipments and replacements on schedule.
- Schedule pickups with certified electronics recyclers and obtain Certificates of Destruction.
- Create and maintain accurate, current tickets in Freshdesk and matching records in NetSuite for every support and RMA case.
- Monitor ERP dashboards for RMA, VRA, credit, and order status changes, updating records promptly.
- Upload and organize evaluation notes, photos, and supporting documentation, ensuring root cause, tampering evidence, and test results are recorded completely.
- Prepare RMA summary reports and surface recurring failure patterns and field issues to engineering and product development.
- Maintain the department's process documentation library by drafting, organizing, and updating SOPs for assigned role, team, and department workflows. Consolidate teammate input, track documentation priorities established by the Lead Integration Solutions Engineer, and route completed or materially revised SOPs for review.
- Keep documentation current as processes evolve, and flag workflows that are undocumented or out of date.
- Provide backup coverage for the RMA Technician's coordination duties as assigned, and participate fully in the team's cross‑training program.
- Support quarterly inventory counts by reconciling RMA inventory against ERP records.
- Assist with staging and pre‑configuration projects as needed.
- Comply with all company policies and procedures as outlined in the Employee Handbook.
- Perform other duties as assigned by the manager or the Lead Integration Solutions Engineer.
- Maintain a clean, neat, and orderly work area.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
An associate's degree or an equivalent combination of education and experience is required. Candidates should also have at least two years of experience in one or more of the following areas: customer-facing technical support, ticket management, RMA processing, quality control, service coordination, or process documentation. Experience in the distribution industry is preferred.
Strong written and verbal communication skills, with a professional, courteous tone across chat, email, and phone. Able to read and interpret product documentation and specifications, write clear process documentation and routine reports, and keep customers and internal teams informed without prompting.
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals. Ability to compute rates, ratios, and percentages and to interpret charts and graphs.
Ability to define problems, gather relevant facts, evaluate available options, and reach sound conclusions. Able to manage multiple open requests, prioritize them by urgency and service commitment, verify each step of a transaction, identify errors, and follow corrections through completion.
Must be able to learn and apply return policies, warranty processes, and quality control standards in a distribution environment. Familiarity with these areas is preferred but may be developed through training. The role also requires the aptitude and interest to learn WAV's networking and broadband product portfolio; product training is provided. Hands‑on experience with testing and diagnostic equipment is a plus.
Proficiency in Microsoft Office, including Excel and OneNote, is required. Experience with Freshdesk or a comparable ticketing and live chat platform, NetSuite or a comparable ERP/CRM, and manufacturer or vendor RMA portals is preferred. Must be able to manage credentials for multiple business systems responsibly using the company‑issued password manager and learn new tools as business needs change.
None required. A Freshdesk or NetSuite certification, or certification in a comparable ticketing or ERP platform relevant to customer service and internal processes, is a plus.
Demonstrates reliable follow‑through, accurate recordkeeping, practical problem solving, and professional customer service. Organizes and tracks multiple concurrent requests, adjusts to shifting priorities, learns unfamiliar products and processes, and collaborates constructively with teammates. Works independently while communicating status, risks, and needed support.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work environment consists of an indoor, climate‑controlled atmosphere. Noise level in the office is quiet to moderate. Noise level in the warehouse and staging areas is moderate and occasionally loud.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position frequently requires the employee to sit, stand, and walk; use hands to handle materials and operate standard office equipment; reach with hands and arms; and talk and hear. Specific vision abilities include close vision and the ability to adjust focus. The employee must be able to lift up to 75 pounds. When assigned trained backup or staging duties, the employee may operate hand, electrical, and soldering tools, mechanical and digital equipment, a forklift, a scissor lift, and a pallet jack, subject to required training and authorization.
Minimal travel required. Occasional travel to other WAV locations or training events as needed.
NOTE: This job description is not intended to be all‑inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong understanding of wireless technology solutions and their applications.
- Familiarity with return policies, warranty processes, and quality control standards in a distribution environment.
- Experience working with CRM or ticketing systems to manage customer communications and track return statuses.
- Hands‑on experience with testing and diagnostic equipment. Strong organizational, problem‑solving, and analytical skills
- Strong communication, and interpersonal skills.
- Tenacity and creative thinking, problem solving skills.
- Proficiency in MS Office applications including Excel and PowerPoint. NetSuite experience a plus.
- Ability to thrive in a dynamic environment, shifting priorities quickly.
- Self‑motivated, solutions driven, with ability to track and manage progress.
Associate’s degree or equivalent experience in electronics, engineering or related field. 2+ years of experience processing RMAs, as a repair technician, in a quality control role and/or consultative pre‑sales technical support role.
Ability to read and interpret technical drawings, schematics, and product specifications. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual should have knowledge of Microsoft Office programs and experience using CRM, ERP, and ticketing systems.
No certifications needed.
NOTE: This job description is not intended to be all‑inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
This position does not have any supervisory responsibilities.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work environment consists of an indoor, climate‑controlled atmosphere. Noise level in the office is usually moderate.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to operate hand, electrical, soldering tools, mechanical and digital equipment, forklift, scissor lift, and pallet jack.
This position frequently requires the employee to stand, sit and walk. The employee is frequently required to use hands to finger, handle, or feel, reach with hands and arms, and talk/hear. Specific vision abilities required by this job include close vision and ability to adjust focus. Must be able to lift 75 pounds.
Full‑Time/Part‑Time Full‑Time
Pay Range $22-25/hour
Position Returns and Support Coordinator
Exempt/Non‑Exempt Non‑Exempt
Open Date 10/22/2026
Location College Station, TX
This position is currently accepting applications.
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