RMA & Logistics Operations Specialist

The Position

We are looking for a RMA or Operations Specialist who is excited to take on the challenges that come with delivering innovative and modular products to customers worldwide, while also staying true to our commitment to respect both people and our planet. In this role, you will work in close partnership with the RMA Operations and Logistics Fulfillment Functional leads for the department. They will rely on your operational inputs to drive departmental success and will hold direct accountability for the outputs of your work. You will be a key contributor to a high-visibility team where your processes contribute to and influence consumer experience as well as our internal logistics practices and initiatives going forward.

This is a full-time remote position based in the US. While this is a remote role, we have a preference for candidates located in the San Francisco/Bay Area or Los Angeles markets to facilitate easier collaboration with our teams and partners. This role should expect up to 10% domestic travel for site visits and team meetings.

What You'll Do

Reverse logistics/RMA Operations- 70% 

• 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.

Fulfillment & Logistics Support- 30%

• 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.

What You Need

• 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

What's Nice to Have

• 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

What You'll Love

• 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

Equal Opportunity

We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.

We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to [email protected].

The pay range for this role is $84,000 - $103,000 USD per year. The base salary range for this position may vary depending on various factors such as professional background, work experience, work location, market demand, etc. In certain circumstances, the final offer may vary from the amounts shown in this job description.