Job Title:
Administrator, Returns

Position Profile

The Administrator, Returns is responsible for processing Return Material Authorizations (RMAs) and tracking order progression. Acting as a liaison between Customer Care Centers and the Warehouse, this role ensures accuracy and timeliness in return processing, while maintaining a high level of customer service. The position also supports the Order Management team by providing quality assurance, feedback, and coordination related to return activities.

Job Duties and Responsibilities

Evaluate return orders to ensure accuracy and proper progression.

Create service requests to cancel customer contracts for dealer orders.

Ensure all required supporting documentation is complete and submitted.

Process return material authorizations in accordance with Ricoh policies and procedures.

Collaborate with Sales, Operations, and Finance teams as needed to resolve issues.

Provide updates on open return orders to the supervisor.

Ensure timely and accurate pickup of returned equipment.

Stage return orders in the system and track them through to completion.

Update customer records and install base upon return processing.

Provide excellent customer service to both internal and external customers.

Assist with training and onboarding of new employees.

Act as a liaison with third-party leasing companies for customer resolution when needed.

May coordinate paperwork flow and serve as a lead in team support.

Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Required:

High school diploma or equivalent

3+ years of general business experience, including Ricoh or industry-related experience

2+ years of customer service, sales support, or customer-facing experience

Preferred:

College degree or equivalent work experience

Experience with Oracle systems

Knowledge, Skills, and Abilities

Strong computer proficiency, including Windows, MS Word, and Excel

Accurate typing and data entry skills

Excellent verbal and written communication skills

Strong organizational and analytical skills; ability to multi-task

Ability to work effectively with Sales personnel and cross-functional teams

Critical thinking and problem-solving abilities

Capable of providing on-the-job training to new hires

Experience with Oracle is a plus

Working Conditions, Mental & Physical Demands

Typical office environment with standard lighting, temperature, and noise levels

Frequent interaction with sales, operations, and customer care personnel

Must be able to work overtime to meet critical deadlines

Work is generally complex and may involve time-sensitive deliverables

Stress levels can be moderate due to frequent deadlines and response demands

Minimal physical effort required; primarily a sedentary role

Occasional walking, standing, bending, or lifting of objects under 10 lbs

Requires moderate manual dexterity (keyboard use, calculators, etc.)

Note: The statements above are intended to describe the general nature and responsibilities of the position. They are not meant to be an exhaustive list of all duties, skills, and working conditions associated with the role.