RMA Specialist: End-to-End Returns & Credit

ebm-papst; Farmington (CT); On-site; USD 34,000 - 37,000; Full time

Job summary

ebm-papst Inc. in Farmington, CT is seeking an RMA Specialist to manage end-to-end returns and credit processes, coordinating with sales, operations, and quality to ensure a smooth customer experience.

The role requires attention to detail, process-driven mindset, and ability to handle multiple workflows in a fast-paced environment; experience with RMA processes and ERP systems is preferred.

Qualifications

• Bachelor’s degree preferred or two years’ related experience in customer service, order management, or RMA/returns processing.
• Experience with Return Merchandise Authorization (RMA) processes including intake, validation, documentation, return instructions, status follow-up, credits, re‑bills, repair, replacement, warranty, or customer return resolution.
• Experience with SAP or another ERP system, Microsoft Excel, Microsoft Word, customer communication, problem-solving, prioritization, follow-up, and accurate order processing.
• Experience in a manufacturing, distribution, logistics, or B2B customer support environment is a plus.
• Strong attention to detail and data accuracy
• Excellent communication and customer relationship skills
• Ability to manage multiple priorities, follow through on open items, and work cross-functionally

Responsibilities

• Own and manage the full RMA lifecycle, including intake, validation, approval, and submission.
• Generate and issue RMAs and ensure all required documentation is complete and accurate.
• Coordinate returns for repair, replacement, or credit in alignment with company policies.
• Communicate return instructions, expectations, and status updates to customers.
• Partner with warehouse, quality, and supply chain teams to track returned materials and ensure timely processing.
• Maintain accurate records in ERP/CRM systems to track all RMA activity.
• Ensure compliance with warranty policies, return guidelines, and internal controls.
• Support escalation management and ensure timely communication and resolution of customer issues.
• Identify process gaps and recommend improvements to RMA workflows, aimed at increased efficiency and eliminating waste.
• Handle credits and re-bills.
• Perform other duties as assigned

Skills

Customer service

Attention to detail

Communication

Time management

Problem solving

Education

Bachelor's degree

Tools

SAP

Excel

CRM system

Job description

ebm-papst Inc. in Farmington, CT is seeking an RMA Specialist to manage end-to-end returns and credit processes, coordinating with sales, operations, and quality to ensure a smooth customer experience.

The role requires attention to detail, process-driven mindset, and ability to handle multiple workflows in a fast-paced environment; experience with RMA processes and ERP systems is preferred.