RMA (Returns) Specialist

Automotive Keys Group; Vernon Hills (IL); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Automotive Keys Group in Vernon Hills, IL is seeking a Returns Specialist to investigate order and product issues, process RMAs, refunds, and replacements while ensuring a positive customer experience. You’ll coordinate with Sales, Support, and Operations to resolve cases efficiently.

The role is full-time with a hybrid schedule, standard hours 8:30 am to 5:00 pm, and a pay rate of $20–$24 per hour. Comprehensive benefits are offered and you must be eligible to work in the United States.

Qualifications

• Minimum 2+ years in customer service or returns processing.
• Experience with refunds, returns, and warranty processes.
• Experience in fast-paced, customer-facing environments.
• Familiarity with logistics or inventory systems is a plus.

Responsibilities

• Process RMA requests, issue refunds, and place replacement orders per policy.
• Investigate order history and troubleshoot issues to validate RMAs.
• Monitor and manage open RMA cases with timely follow-up.
• Collaborate with Sales, Sales Support, and Operations to resolve concerns.
• Maintain accurate records and identify trends to drive improvement.
• Support Sales Support and Sales Operations with admin tasks as needed.

Skills

Customer service

Order management

Problem solving

Communication

CRM/ERP knowledge

Tools

Salesforce

NetSuite

Excel

Job description

Role Summary

In this role, you’ll be responsible for investigating order and product related issues, processing returns, refunds, and replacements while ensuring a smooth and positive experience for our customers. You’ll work closely with internal teams including Sales, Sales Support, Operations, and Technical Support to investigate issues, enforce return policies, and resolve cases efficiently. The ideal candidate thrives in a fast-paced environment, The ideal candidate is highly organized, customer-focused, and eager to contribute to project work, administrative tasks, and trend analysis that supports continuous improvement across teams.

This position has a Hybrid schedule.

Key Responsibilities

• Process RMA requests, issue refunds, and place replacement orders in line with company policies.
• Investigate order history and troubleshoot product or order issues to validate RMAs and determine return eligibility.
• Monitor and manage open RMA cases, ensuring timely resolution and consistent follow-up.
• Collaborate with Sales, Sales Support, and cross-functional teams to resolve return-related and product concerns.
• Maintain accurate records, adhere to return/refund policies, and identify trends to support continuous improvement.
• Support Sales Support and Sales Operations with administrative responsibilities as needed.

Qualifications

• 2+ years in customer service, order management, or returns processing
• Experience with refunds, returns, and warranty processes
• Prior work in a fast-paced, customer-facing environment
• Familiarity with logistics, inventory systems, or technical support processes a plus

Skills Required

• Excellent attention to detail and organizational skills
• Strong verbal and written communication
• Ability to investigate, analyze, and problem-solve independently
• Comfortable working across departments and communicating with internal teams
• Knowledge of CRM/ERP systems (Salesforce, NetSuite, etc.) preferred
• Proficient in Microsoft Office (Excel, Outlook, Word)

Job Type: Full-time, Hybrid Schedule

Expected Hours: 8:30 am - 5:00 pm

Pay: $20-24/hour

Comprehensive benefits package offered.

Must be authorized to work in the United States on a full-time basis