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Returns Processing Coordinator

  • Hybrid
    • National Capital Region, Philippines

Hands-on role managing end-to-end returns operations

Job description

Job Summary

KDCI Outsourcing is seeking a Returns Processing Coordinator responsible for managing Return Merchandise Authorization (RMA) requests from initiation through completion. This role serves as a key liaison between clients, internal teams, and vendors/manufacturers to ensure timely, accurate, and efficient processing of returns while maintaining a high level of customer service and operational accuracy.

Key Responsibilities

RMA & Returns Processing

  • Manage RMA requests end-to-end, coordinating with internal teams and clients to ensure smooth processing.

  • Review and validate new return cases to confirm all required information is complete, including order numbers, serial numbers, and supporting documentation or images.

  • Initiate and manage return cases with vendors and manufacturers via phone, email, or chat.

Vendor & Client Coordination

  • Act as the primary point of contact between clients, vendors/manufacturers, and internal stakeholders.

  • Interpret and communicate return instructions clearly to all involved parties.

  • Coordinate inbound and outbound shipments related to return cases.

Documentation & System Management

  • Prepare and maintain accurate return documentation and records.

  • Ensure proper processing and tracking of returns within NetSuite or related ERP systems.

  • Maintain organized and up-to-date case notes, logs, and supporting files.

Cross-Functional Collaboration

  • Work closely with Inventory Control (IC) and operations teams to ensure returns are completed within vendor-approved timelines.

  • Collaborate with internal departments to resolve return-related issues efficiently.

Process Improvement & Training Support

  • Maintain and update training materials, process documentation, and SharePoint resources as workflows evolve.

  • Support process improvements to enhance efficiency and accuracy in return operations.

Job requirements

Job Requirements

  • 2–3 years of experience in returns processing, logistics, supply chain, or related operational roles.

  • Strong organizational and time management skills with the ability to manage multiple return cases simultaneously.

  • Excellent written and verbal communication skills for client and vendor coordination.

  • Experience using ticketing systems and ERP platforms (NetSuite preferred).

  • High attention to detail, especially in validating return information and documentation.

  • Ability to work cross-functionally and manage stakeholder expectations professionally.

  • Strong problem-solving skills with a focus on operational efficiency and accuracy.

Nice to Have

  • Experience handling RMA processes and vendor/manufacturer coordination.

  • Familiarity with logistics, reverse logistics, or reverse supply chain workflows.

  • Experience maintaining process documentation and training materials.

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