RMA & Returns Associate

What you’ll do:

The RMA & Returns Associate manages the processing, inspection, documentation and disposition of customer returns and stock rotation material within CPDI. Acting as the link between Warehouse Operations, Customer Service, Quality and Supply Chain, the role maintains strong controls over returned inventory, maximizes recovery of saleable material, minimizes unnecessary rework and prevents uninspected or nonconforming material from re-entering available inventory.

Key Responsibilities
1. RMA & Returns Processing
•    Receive and process returns against authorized RMAs, validating product, sold-to price, quantity and serial numbers where required.
•    Identify and escalate discrepancies between authorized and physically returned material.
•    Keep returned material controlled and moving promptly through the returns process while awaiting inspection and disposition.

2. Quality Inspection of Returned Material
•    Perform physical and visual inspections per CPDI RMA quality requirements, evaluating packaging, product condition and completeness.
•    Accurately document return condition, RMA reason, analysis, disposition, inspection status and inspector information.
•    Escalate products requiring further technical or Quality evaluation.
•    Prevent uninspected, damaged or nonconforming product from returning to saleable inventory.

3. Stock Rotation Management
•    Coordinate processing and inspection of approved stock rotation returns, validating condition and eligibility before disposition.
•    Identify and segregate aged, obsolete, damaged, opened or questionable material for further review.
•    Support reconciliation of stock rotation returns against approved return documentation.

4. Disposition & Inventory Recovery
•    Coordinate disposition of inspected material (return to saleable inventory, further review, rework or other approved disposition) to maximize inventory recovery.
•    Keep material awaiting inspection, awaiting disposition and approved inventory clearly separated.
•    Escalate unclear or borderline decisions to Quality, Product or operational stakeholders, and drive timely closure of aged RMA inventory.

5. System & Transaction Accuracy
•    Complete RMA quality and receiving transactions accurately and promptly.
•    Maintain accurate records of quantities, serial numbers, inspection findings and dispositions, with documentation supporting traceability, audit and warranty needs.
•    Reconcile physical material with system records, investigating discrepancies and coordinating corrections with the appropriate teams.

6. Returns Area & Inventory Control
•    Maintain an organized RMA/returns area with material clearly identified and segregated by status.
•    Participate in cycle counts and reconciliation of RMA locations; monitor and escalate aged returns awaiting decisions.
•    Support continuous improvement to reduce RMA aging, unnecessary handling and inventory discrepancies.

Cross-Functional Responsibilities

Works closely with:
•    Warehouse Operations
•    Order Management 
•    Supply Chain / Inventory
•    Product Management
•    Engineering/Technical Support (as required)
•    Finance/Credit (where disposition affects customer credit)

Qualifications:

Basic requirements:

• Completion of High School or GED equivalent is required.
• Must reside within 80km of the Eaton Facility
• Ability to life materials up to 35lb

Preferred:
•    Experience in warehouse, returns, inventory control, quality inspection or supply chain, including ERP/WMS transactions and inventory movements.
•    Electrical/electronic or CPDI product experience is an asset.
•    Diploma or certificate in a technical or quality discipline is considered an asset
•    Lift Truck experience 

Skills:

Key competencies
•    Strong attention to detail, transactional accuracy and inventory-control discipline.
•    Ability to identify packaging, condition or completeness issues during inspection.
•    Ability to investigate discrepancies through resolution while managing multiple open RMAs.
•    Clear communication and comfort coordinating across Warehouse, Quality, Supply Chain and Customer Service.
•    Customer-focused mindset balanced with inventory and quality controls.