Under the direction of the Plans & Scheduling Supervisor, the RMA and Work Order Processing Specialist is responsible for managing the full lifecycle of product returns and service requests, from initial customer contact through resolution. This position combines customer service, administrative processing, logistical coordination, and technical evaluation to ensure timely, accurate, and compliant handling of returns and work orders. The Specialist acts as the liaison between customers, internal departments, and technical teams while maintaining meticulous documentation and supporting inventory and financial accuracy.
​​​​​
Primary Responsibilities: 

• Reception Receive, review, and process all customer RMA requests in compliance with company policies and applicable warranty guidelines.
• Generate, track, and update work orders in enterprise systems (ERP, RMA platforms) to ensure accurate processing and timely resolution.
• Perform triage and inspection of returned items to determine eligibility for warranty coverage, repair, replacement, or recycling.
• Communicate effectively with customers, sales, warehouse personnel, and technical staff to resolve return-related issues and manage expectations.
• Maintain detailed documentation and accurate records of returns, repairs, work orders, and customer correspondence.
• Assist with updating inventory counts, adjustments, and financial reconciliations related to returned or reshipped products.
• Investigate discrepancies or issues in RMA cases and work collaboratively with internal teams to resolve concerns.
• Provide timely, professional customer service by communicating return status, expected resolution, and next steps.
• Other duties as assigned not specifically stated herein.

Preferred Qualifications: 

• High school diploma or GED required; some college coursework preferred.
• Minimum of 2 years of experience in customer service, logistics, or related RMA/work order role. Aviation or technical product experience highly desired.
• Proficiency with ERP systems (NetSuite, GlobalShop, or equivalent), RMA software (Zendesk or similar), and Microsoft Office Suite.
• Strong organizational skills with ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication skills.
• Technical aptitude for handling, inspecting, and triaging electronic or mechanical equipment.

Required: 

• Ability to work in a fast-paced, deadline-sensitive environment.
• Ability to prioritize and manage a high volume of concurrent tasks in a deadline-driven environment.
  
• Strong attention to detail to minimize errors and ensure compliance with documentation standards.
  
• Ability to work independently and cross-functionally in a team environment.
  
• Proven problem-solving skills and customer service orientation.
  
• Demonstrated ability to maintain professionalism and tact when handling customer inquiries and complaints.
  
• Must be an effective communicator both verbally and in writing.
  
• Ability to read, write, and speak the English language.
  
• Punctuality expected with overtime hours as necessary Friendly, professional demeanor and customer-focused attitude.
  
• Ability to maintain confidentiality and handle sensitive information.
• Must pass background verification, pre-employment drug testing, and submit to company's Drug and Alcohol Abuse Program.
• Must be able to pass a TSA/CVG background check to obtain and maintain TSA/CVG badging. 

Company Quality Policy: 

L2 is committed to quality and continuous improvement in all areas of our organization. We provide solutions based on our customers' needs and are dedicated to ensuring that all expectations are surpassed. We are fanatical in ensuring our solutions meet or exceed regulatory and customer requirements. Working as a team, all employees are involved in the continuous quality improvement process to ensure that the company goals for quality, timeliness, responsiveness, and innovation are met, thereby ensuring customer satisfaction. 

Benefits
​​​​​Health Insurance
Paid Time Off (PTO)
Dental Insurance
401(k)
Vision Insurance
Tuition Reimbursement
Shift Differential Pay
Life Insurance
Referral Program
Employee Discount Programs
Flexible Spending Account
Health Savings Account
Professional Development Assistance
Employee Assistance Program