Returns Coordinator

Mercury Systems; Hudson (NH); On-site; USD 51,480 - 85,800; Full time

Benefits offered by this job

Bonus opportunities

Health insurance

Life insurance

Disability insurance

401(k) retirement plan

Stock purchase plan

Tuition reimbursement

LinkedIn Learning access

Headspace access

Virgin Pulse wellness

Job summary

Mercury Systems is seeking an RMA Coordinator to manage customer product returns across business units. You will interface with the Global Returns Team, respond to emails, and handle RMA work orders in Oracle and Factory Logix.

The role requires strong customer focus, process development, and communication skills. Ideal candidates have 2+ years in customer service within manufacturing, knowledge of support best practices, and the ability to work in a fast-paced environment with shifting

Qualifications

• 2+ years of customer service experience in a manufacturing or similar environment.
• Experience with Support/Operations best practices and process adherence.
• Ability to thrive in a fast-paced environment with changing priorities.

Responsibilities

• Serve as the primary interface for Global Returns Team in the RMA process.
• Respond to requests via daily emails and manage RMA work orders in Oracle and Factory Logix.
• Collaborate with business units to generate rework quotes for non-warranty returns.
• Manage build plans and revenue forecasting for all customer returns.
• Provide RMA build priority to business units and track returns through rework.

Skills

Customer service

MS Office

Security clearance

Education

Associate Degree

Tools

Oracle

Factory Logix

Job description

The RMA Coordinator is responsible for handling customer product returns within their Business Units. The ideal candidate is customer focused, flexible, and able to follow and develop processes and willing to take on additional duties. Demonstrates professionalism and initiative in daily activities, with excellent inter-personal and communication skills both oral and written.

Job Responsibilities

• Primary business unit interface for Global Returns Team.
• Responds to requests via incoming emails daily.
• Manage generation and tracking of RMA work order within Oracle and Factory Logix (Shop floor data control database).
• Responsible for working with the business units in generating rework quotes for non-warranty customer returns.
• Responsible for managing build plan and revenue forecasting for all customer returns.
• Responsible for providing RMA build priority to business units on weekly basis and tracking of customer returns through the entire rework process.
• Responsible for working with Planning and Purchasing in ensuring replacement materials needed for repairs are on order.
• Responsible for identifying any potential risks tied to customer returns and working with integrated team in mitigating those risks.
• Prepares and emails the daily RMA Summary report.
• Assists Quality with root cause corrective actions (RCCA) efforts.
• Communicates with accounting, inventory control, shipping, carriers, Business Units, and entities to resolve issues and prevent re-occurrences.

Required Qualifications

• Typically requires 2+ years of customer service and/or experience in a manufacturing environment.
• Experience understanding and adherence to Support / Operations Best Practices.
• Experience working in a fast-paced environment with dynamic requirements and priorities.
• Experience with MS Office tools such as Word, Excel and Outlook is necessary.
• “This position requires you to have or obtain a government security clearance. Security clearances may only be granted to U.S. citizens.”

Preferred Qualifications

• Oracle and Factory Logix
• Associate Degree.

This position requires you to access information that is subject to U.S. export regulations. You may only access such information if you are a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. government.

Fulltime Equivalent Job Grade Salary Range for this position

• $38,300.00 - $76,600.00 annual salary for in-office or hybrid employees in FL, GA, IN, AZ, AL, MD or TX, and all remote employees
• $42,900.00 - $85,800.00 annual salary for in-office or hybrid employees in VA, CA, NH or MA
• $45,200.00 - $90,400.00 annual salary for in-office or hybrid employees in NJ,

Mercury considers a variety of factors to determine individual base salary offers to candidates, including:

• the role and related responsibilities;
• prior work experience;
• education, training, skills and certifications;
• internal equity with others employed by Mercury in similar roles;
• geographic location; and
• alignment with market data.

In addition to base salary, Mercury provides a variety of benefits for team members including:

• bonus opportunities (or special incentives for sales positions);
• health, life and disability insurance;
• company-paid holidays and time off;
• 401(k) retirement plan;
• discounted employee stock purchase plan;
• tuition reimbursement;
• access to professional development and personal wellness platforms including LinkedIn Learning, Headspace, Aaptiv and Virgin Pulse.

Team members at the Director or Vice President level are also eligible to receive annual stock-based awards.

Mercury offers a 9/80 alternative work schedule that provides employees more opportunity for work/ life balance (available based off location)

Why should you join Mercury Systems?

Mercury Systems is a technology company that makes the world a safer, more secure place. We push processing power to the tactical edge, making the latest commercial technologies profoundly more accessible for today's most challenging aerospace and defense missions. From silicon to system scale, Mercury enables customers to accelerate innovation and turn data into decision superiority. Headquartered in Andover, Massachusetts, Mercury employs more than 2,300 people in 24 locations worldwide. To learn more, visit mrcy.com

Our Culture

We are committed to making Mercury a great place to work, no matter where our employees are located. We offer a casual and enjoyable atmosphere that allows employees to learn and grow. We help and care for one another and work as one to achieve results for us and for our customers. We value communication and transparency, and strive to foster two-way dialogue at all levels of the organization. We are committed to lifelong learning, offering comprehensive skills training and tuition reimbursement. Whether you're just starting out on your career journey or you are an experienced professional, it's important to us that you feel recognized and rewarded for your contributions.

To find out more aboutWhy Mercury?, or visit the Mercury Community or find answers to general questions at Mercury FAQs

Mercury Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Mercury Systems is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the number below.

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