The Returns Material Authorizations (RMA) Specialist is responsible for all aspects of the customer returns process and related credits. This includes, but is not limited to, the origination of return requests, ongoing customer communication, vendor communication, internal cross-department communication, returns package receiving, returns area warehouse organization and maintenance, product inspections, material disposition, final processing, and related report creation, logging, and reviews with management. Will work within pre-established guidelines to perform the various functions of this position. Works under immediate supervision.

• Customer Service:
o Maintain excellent customer service as a priority.
o Communicates with and supports customer (external end users, internal direct and indirect sales representatives) by analyzing and processing customer returns.
o Addresses & resolves customer’s return, warranty, replacement and credit issues. Escalates as needed.
o Contact and coordinate with all necessary departments (Parts, Components, Controls, Equipment, Manufacturing, Purchasing, etc.) to ensure all tasks are completed timely and accurately.
o Ensure accurate documentation of evaluation results are connected with the assigned RMA/CM number and are communicated appropriately to the customer.
• Timeliness of work:
o Review RMA requests within 24 hour time window to provide authorized RMA number and return guidelines.
o Maintains log of return and credit authorizations and ensures timely and consistent follow-up with all engaged parties (i.e. Vendors, Internal Departments, Customer, etc.)
o Maintains log of returns pending vendor review, follow-up, evaluation, and disposition in order to effectively manage the returns process when Sonny’s is not in possession of the returned material. Vendors are to be followed-up with weekly regarding open items for status and disposition after initial contact and return setup.
o Utilizes reports to expire return authorizations with no activity 60 days after origination. All exceptions are noted on the open log and RMA with explanations as to why the return has remained open and the immediate steps that will be taken to disposition\close the return.
o Ensures that all received returns are processed and dispositioned within 24 hours if within accepted return parameters and no later than 30 days if outside normal return parameters.
• Communication:
o Consistent and constant internal and external communication with all engaged team members and stakeholders is a requirement.
o Communicates with customers and vendors to action and complete customer return requests in compliance with Sonny’s stated policies and related guidelines.
o Ensures that the frequency, quality, and timeliness of customer contacts are within established Sonny’s guidelines.
o Prepares reports on return status, historical trends, internal errors, etc. and other information as required. Reports are shared with management and other departments to support the continuous improvement process and the performance of the returns management process and relevant products.
• Process Improvements:
o Suggests improvements in processes to increase effectiveness of team & to improve cycle times for RMA’s.
o Identify instances where products should not be returned and proposes a better solution to the customer.
• Continuous Learning:
o Continuous learning of Sonny’s products from both part and equipment divisions. Utilize tools, website, manuals and catalog to improve technical knowledge.
o Continuous learning of ERP – SAP to streamline duties as much as possible.
• Returns Area Management: - Functions as a Back-up to Inventory Control Analyst
o Responsible for the organization and condition of the designated returns area in the warehouse. All stored material is expected to be neatly organized, labeled, and with material segregated based on disposition status and warehouse best practices.
o Receives all packages into the returns area, maintains logs of receipt, conducts product inspections, and determines intermediary and final dispositions based on product condition and open warranty\return status.
o Ensures that all material stored in the Returns Area that has been labeled with final disposition dates are processed on time.
o Conducts joint inspections with members of the Technical Support, Manufacturing, Controls, and Operations teams for inspections of returned items which cannot be otherwise immediately dispositioned.
o Provides items to shipping departments to be returned to customer or vendor.
• Maintains financial security by adhering to internal accounting controls.
• Protects organization's value by keeping information confidential.
• Files and tracks shipping exception claims
• Creates call tags and bill of lading (BOL)
• Back-up on the Customer Service queues
• Cross-trains designated back-up.
• Demonstrate Enthusiasm - be a positive and encouraging presence in the office.
• Other duties as assigned.

Education and Formal Training:
• High School diploma or GED.

Experience:
• 3+ years’ experience with Customer Service required
• Previous receiving or warehouse experience preferred
• Thorough knowledge of return policies and procedures required. 2+ years RMA experience.
• 2+ years’ experience with an ERP system required.
• Strong computer skills –Microsoft Office (Basic skills in: excel, word, outlook).
• Experience with Credit Memos or Requesting Credits for customers required. (Either from the customer service side or accounting side.)
• Order Entry experience, understanding how to research order history and delve into the details.
• Familiar with inventory or inventory processes, as it relates to customers and returns.
• Must be able to work with limited information provided. Research & seek information.
• Able to exercise sound judgment within Sonny’s utilizing standard operating procedures and policies to determine appropriate action to achieve resolutions.

Materials and Equipment Used:
• Equipment Carts, Pallet Jacks, Office Equipment, Database & Query Software, and SAP System.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match,

additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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