RMA Customer Service Representative

Summary:

Come join our fast-paced growing sales team! KELTEC, Inc. was founded over 40 years ago and has grown to become the largest manufacturer of air-oil separators in North America. Wondering what an air-oil separator is? We are here to help you learn and grow in an environment conducive to development. We are looking to match our passion for servicing customers’ needs with people who have a high level of drive, dedication to development, and an attitude toward success.

We are seeking a dedicated and detail-oriented RMA Customer Service Representative to join our team at our manufacturing plant. This role serves as a critical liaison between our customers and internal departments, ensuring prompt and accurate service while addressing customer needs in both English and Spanish.

KELTEC offers a full benefits package including medical, dental, vision, PTO, and 401k matching.

Duties / Responsibilities:

• Process customer return requests and issue RMA numbers according to company policies.
• Communicate with customers regarding return eligibility, troubleshooting steps, and resolution options.
• Provide accurate information regarding return policies, warranty coverage, and replacement procedures.
• Coordinate with internal departments such as logistics, warehouse, and technical support to ensure timely processing of returns.
• Inspect and verify returned merchandise to ensure compliance with return conditions.
• Update customer records, track return shipments, and ensure timely credit issuance or replacements.
• Identify patterns in product returns and escalate recurring issues to management for quality improvement.
• Handle disputes or escalations related to returns in a professional and customer-focused manner.
• Maintain accurate records of RMA cases, including return reasons, resolutions, and customer feedback.
• Assist in improving RMA policies and procedures to enhance customer satisfaction and operational efficiency.
• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree in Business, Sales, Marketing, Communications, or a related field.
• 1-3 years of customer service, returns processing, or related experience (preferably in e-commerce, retail, or manufacturing).
• Previous experience in customer service, preferably in a manufacturing or industrial setting.
• Strong interpersonal and communication skills with the ability to handle challenging situations professionally.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving skills with a proactive approach to customer service.

Preferred Qualifications:

• Experience with RMA software, ERP systems, or inventory management platforms.
• Knowledge of warranty policies, consumer protection laws, or industry-specific return regulations.
• Technical product knowledge (if applicable to the industry).

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position may require work to be performed outside of normal business hours based on Company operations.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.