Job Description
Are you someone who enjoys helping customers, solving problems, and keeping things organized from start to finish? We're looking for a Customer Service Coordinator to serve as the primary point of contact for customer return requests, ensuring a smooth and positive experience throughout the entire process.
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In this role, you'll take ownership of return cases from initial request through final resolution, working closely with customers, vendors, warehouse staff, accounting, and quality teams to deliver timely and accurate solutions.
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What You'll Do
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Customer Support & Return Management
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- Serve as the primary point of contact for customers throughout the return process
- Process incoming Return Material Authorization (RMA) requests
- Evaluate return requests and determine the appropriate resolution path
- Communicate repair costs, pricing, warranties, and return options to customers
- Provide timely updates and ensure excellent customer service from start to finish
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Order Processing & Vendor Coordination
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- Create and manage Repair Orders, Replacement Orders, and Return Authorizations within NetSuite
- Work directly with vendors to obtain RMA numbers and warranty determinations
- Create and maintain purchase orders and vendor return authorizations
- Monitor and track open return cases, proactively following up to prevent delays
- Ensure all documentation and records remain accurate and up to date
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Cross-Functional Coordination
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- Partner with warehouse teams to coordinate receipt, inspection, shipment, and disposition of returned products
- Communicate shipping instructions and processing requirements clearly
- Work alongside Accounts Receivable to support credits, invoices, and vendor billing activities
- Maintain detailed records to support quality initiatives and continuous improvement efforts
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What We're Looking For
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- High school diploma required; Associate degree preferred
- 1-3+ years of experience in customer service, order processing, purchasing, logistics, or supply chain coordination
- Strong communication and relationship-building skills
- Excellent organizational skills and attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with Microsoft Office applications
- Experience with NetSuite or a similar ERP system is strongly preferred
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Why You'll Love This Role
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- High-visibility position with ownership of the entire customer return process
- Opportunity to work directly with customers, vendors, and internal teams
- Collaborative, team-oriented environment
- Ability to make a direct impact on customer satisfaction and operational efficiency
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If you enjoy helping customers, coordinating moving pieces, and driving issues to resolution, we'd love to hear from you.