RMA & Logistics Operations Specialist at Framework in Remote

Summary: Framework is a company committed to remaking Consumer Electronics to respect people and the planet. They are seeking an RMA & Logistics Operations Specialist who will manage RMA operations and logistics fulfillment, ensuring a positive customer experience and optimizing internal processes. Responsibilities: - Support daily RMA operations both internally and externally (repair centers) - Manage RMA support agents with ticket handling and escalations - Including handling support tickets directly yourself - Identify operational bottlenecks and implement scalable efficiencies to improve RMA operations - Ensure quality feedback loop is upheld by sharing RMA data with internal teams for root cause analysis on field issues (particularly after new product launches) - Monitor inventory and create action plans (refurbish, scrap, recycling, etc) to optimize stock health and recover value - Implement automation where possible with manual processes exist today - Manage the Return-to-vendor (RTV) process for products with manufacturing issues - Serve as the primary liaison for US-based 3PL partners, overseeing daily B2C and B2B fulfillment activities and supporting overseas 3PLs as needed - Monitor sales order transmission, managing and resolving fulfillment errors, determining root cause, and overseeing corrective action - Provide operational support to internal partners in Customer Support, and B2B Teams by fielding logistics questions, working alongside them to ensure a positive customer experience - Audit and maintain ERP as Framework’s single source of truth for inventory, receipts, fulfillments, returns, and other transactional records - Proactively monitor order transmissions, with inventory counts, analysis, and shared inventory snapshot reporting, resolving fulfillment errors and implementing corrective actions to prevent recurrence - Collaborate with Supply Chain, Marketplace, and Customer Support on inventory to monitor and maintain healthy stock levels across locations - Oversee in-transit shipments, coordinating with carriers to resolve customs/clearance delays and ensuring all documentation is compliant and timely Required Qualifications: - Excellent communication skills, with fluency in English - Experience in E-commerce 3PL based fulfillment and logistics - 1+ years with reverse logistics and returns processes for B2C e-commerce - 3+ years of experience in global shipping - 3+ years of experience in consumer electronics or similar regulated industries - Working knowledge of Google Workspace, relational databases and ERP systems (e.g. SAP or Netsuite) - Experience in customs clearance, tariffs, and duties - Experience booking and managing shipments - Experience in data mining, analysis and reporting Preferred Qualifications: - Familiarity with supply chain processes (e.g.inventory planning, warehouse management) - Familiarity with modular or service/warranty based products - Consumer electronics experience/background - Strong analytical mind with enthusiasm for problem-solving Required Skills: E-commerce 3PL fulfillment, Reverse logistics, Returns processes, Global shipping, Consumer electronics industry, Google Workspace, Relational databases, ERP systems, SAP, Netsuite, Customs clearance, Tariffs, duties, Shipment booking, Data mining, Data analysis Benefits: Competitive salary, equity, and health benefits, Paid company holidays plus 20 PTO days per year, Paid Parental Leave, Flexible work hours and locations, including every other Friday off!, 401K with matching for US employees, The chance to work at a startup that is making a positive social and environmental impact