Sr. Returns (RMA) Coordinator

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

The Sr. Returns (RMA) Coordinator is responsible for providing superior customer service by facilitating and coordinating the return of customer products to help maintain effective business relationships.

What you will be doing:

• Handle the day-to-day return order processing and data entry activities
• Ensure accurate records and tractions within systems
• Release orders to the warehouse for shipment
• Create documentation including RMA forms, FedEx and UPS labels, Bills of Lading, Certificates of Conformance, and Packing Lists
• Update order processing inaccuracies
• Work directly with warehouse processing the return receipt to identify discrepancies and then update the return order within our systems
• Identify and escalate quality issues per defined thresholds
• Document and report RMA trends/repetitive problems
• Support/Update quality assurance documentation and reporting
• Maintain and implement Standard Operating Procedures for the returns process
• Work with cross functional teams to support company procedures associated with record integrity
• Maintain daily productivity / workflow reports and open issues
• Review and investigate return requests/inquiries to determine the best possible resolution path
• Identify and request follow-up information to ensure proper disposition
• Communicate all return requirements and documentation to ensure accurate return disposition
• Identify and communicate inventory availability as needed
• Work closely with internal departments such as Sales, Operations, Customer Service / Technical Support, Quality, Engineering, and Manufacturing to ensure customer issues are resolved
• Support warehousing and fulfillment functions as needed, helping with receiving and product movement and inventory counts
• Follow all company safety policies and procedures
• Attend all required company training
• Demonstrate commitments to Stratasys Behaviors by leading, acting, and modeling these values
• Other responsibilities as assigned by the department or manager

 Must have for this role:

• High School Diploma or equivalent

• 2+ years’ experience in order management, customer service, or operations
• Demonstrated ability to communicate, present and influence credibly and effectively
• Proven ability to manage multiple tasks while paying strict attention to detail