Return Support Specialist

Description

The Return Support Specialist is responsible for the end-to-end administration of Return Merchandise Authorizations (RMAs), the accuracy of return records across internal systems, and the timely filing and resolution of disputes. This role sits at the intersection of customer service, accounting, and warehouse operations, ensuring every return is properly documented, credited, and closed out so that RANDYS protects margin, maintains clean books, and delivers reliable post-sale experience.

KEY RESPONSIBILITIES

RMA Reconciliation

• Reconcile open and closed RMAs daily against ERP, warehouse, and accounting systems to confirm receipt, restocking status, and credit issuance.
• Identify and resolve mismatches between authorized returns, physical receipts, and credit memos; escalate aged or unresolved items.
• Maintain accurate RMA aging reports and drive items to closure within established SLAs.
• Partner with the warehouse team to confirm condition coding, restock-vs-scrap decisions, and inventory adjustments.

Records Validation

• Audit return-related records — pick tickets, BOLs, POD signatures, photos, and serial/lot numbers — for accuracy and completeness.
• Validate customer claims against order history, shipping records, and warranty terms before authorization.
• Maintain organized digital documentation for every RMA and dispute, ensuring all supporting evidence is retrievable for audit.
• Flag and report recurring data integrity issues to supervisors for process improvement.

Dispute Filing & Resolution

• Prepare and file freight claims with carriers for damaged, lost, or short shipments, including all required documentation and timelines.
• Respond to chargebacks and customer billing disputes, gathering evidence and submitting rebuttals within deadline.

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Accounting, or related field preferred.
• 2+ years of administrative, accounts receivable, returns, or claims experience — preferably in distribution, manufacturing, or automotive aftermarket.
• Experience working with an ERP system (NetSuite, SAP, Epicor, or similar) and warehouse management tools.
• Proficient in Microsoft Excel (filters, data entry, basic formulas) and comfortable working across multiple business systems.
• Working knowledge of freight claim processes (LTL/parcel) and standard dispute documentation a strong plus.

KEY SKILLS & ATTRIBUTES

• Detail-oriented with a strong sense of ownership over numbers and records.
• Organized and deadline-driven; able to manage a high volume of open items without losing track of any.
• Clear written and verbal communicator — comfortable corresponding with carriers, vendors, and internal teams.
• Discreet and professional when handling financial information and dispute correspondence.
• Collaborative team player who can also work independently with minimal supervision.

WORKING CONDITIONS

Office-based role with regular interaction with warehouse, customer service, and accounting teams. Standard business hours. Occasional walks to the warehouse floor to inspect returned product or verify condition coding. Extended periods of computer work and data entry.