A return material authorization (RMA) specialist works to analyze why products are returned to their employer. They generally work for stores or companies that produce specific products, and depending on the position, the RMA specialist might be in charge of receiving the actual returns and discovering the specific issues with the product. The RMA specialist may have the discretion to make decisions as to whether returns should be accepted or not.
The RMA specialist is often tasked with organizing returns and keeping accurate, detailed records. They need to look over return data and make sure that they are accurate; this data may be presented to other parties within the company to help improve product efficiency and sales techniques. RMA specialists sometimes hold a leadership position that requires training other employees on the RMA process. Additionally, in some cases, the RMA specialist follows up with customers to help pinpoint trends. In companies where the RMA department is separate from the customer service department, the RMA specialist might gather data on return processes and retrain customer service employees as needed.
The minimum educational requirement for this position generally includes an associate's degree in business or a related field; a bachelor's degree may be required or preferred as well. Additionally, relevant experience in a similar role is typically needed. The RMA specialist must have experience using enterprise resource planning software to be able to analyze data in an objective and organized manner.
Return Material Authorization (RMA) Specialist Tasks
Code repair and replacement requests and forward when other departments must fulfill.
Enter data, analyze data, and identify trends in repair and replacement requests.
Process, categorize, and answer customer emails and telephone calls, providing high quality service.
Communicate status and schedule to customers.