RMA & Customer Operations Coordinator (Hybrid - LA)

Silvus Technologies; Los Angeles (CA); Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Job summary

Silvus Technologies is seeking an experienced Return Merchandise Authorization (RMA) Coordinator to manage end-to-end RMA processes and support ticketing coordination from our West Los Angeles headquarters. This hybrid role requires a minimum of three on-site days per week (Mondays, Wednesdays and Thursdays).

The successful candidate will track repair cases, communicate with customers, and generate quotes while maintaining CRM records and RMA documentation.

Qualifications

• Associate’s degree with 1 year of experience in administrative coordination, customer support operations, order management, or RMA/logistics support; or High School Diploma/GED with 3 years of experience in those areas.
• Ability to meticulously track multiple repair cases and tickets simultaneously.
• Strong written and verbal communication skills; comfortable reaching out to internal teams and external customers.
• Proficient in Microsoft Office or Google Workspace.
• Must be a U.S. Person due to clients under U.S. federal contracts.
• Background check and drug test clearance required.

Responsibilities

• Process incoming return requests, generate RMA documentation, and coordinate the receipt, repair, and return shipping of customer units.
• Partner with internal shipping/receiving teams, RMA technicians, and the Sales team to prioritize case closures and meet turnaround SLAs.
• Serve as the primary administrative point of contact for customers regarding repair status updates, shipping, repair quotes, and authorizations.
• Maintain accurate tracking logs in CRM software, update serial number records, and generate repair orders or quotes when necessary.
• Compile and generate regular reports on RMA metrics (e.g., volume, turnaround times, common return reasons, repair costs).
• Continuously monitor the customer support ticketing system to ensure new inquiries are logged and routed to the correct personnel.
• Identify inactive/aging tickets and elevate them to keep cases moving forward.
• Assist in administrative customer account updates and documentation maintenance.
• Perform other related duties of which the above are representative.

Skills

Administrative coordination

Customer support operations

Order management

RMA/logistics support

Communication skills

MS Office / Google Workspace

Independent work

Education

Associate’s degree

Bachelor’s degree preferred

Tools

Zendesk

Jira

Freshdesk

Salesforce

Zoho

Job description

Silvus Technologies is seeking an experienced Return Merchandise Authorization (RMA) Coordinator to manage end-to-end RMA processes and support ticketing coordination from our West Los Angeles headquarters. This hybrid role requires a minimum of three on-site days per week (Mondays, Wednesdays and Thursdays).

The successful candidate will track repair cases, communicate with customers, and generate quotes while maintaining CRM records and RMA documentation.