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RMA Coordinator 

EOE Statement Thorlabs values its diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  
About the Organization Founded in 1989, Thorlabs seeks to accelerate the forward movement of scientific discovery and advancement! As a vertically integrated manufacturer of photonics components, instruments, and systems, our vast product portfolio includes over 20,000 items, ranging from optics and optomechanical positioning components to imaging systems, many of which are customer inspired.

Photonics is the foremost technology driving innovation in science and engineering. As the number of technological innovations has grown, Thorlabs has extended its core competencies in an effort to play an ever increasing role serving the Photonics Industry at the research end, as well as the industrial, life science, medical, and defense segments.

Headquartered in Newton, NJ, Thorlabs has grown to approximately 2300 employees with manufacturing and sales offices in the United States, Canada, United Kingdom, Germany, France, Sweden, Japan, China, and Brazil. As light-based technologies push into new markets, Thorlabs plans to enter early with the products and services required to ensure the ultimate success of our customers.  
Category Quality Assurance  
Location Corporate Headquarters - Newton, New Jersey  
Full-Time/Part-Time Full-Time  

Purpose of the Position


The RMA Coordinator is responsible for handling customer problems both internally and externally. Problems can be anything from: defective parts, exchanges, late or lost deliveries, invoicing errors, repairs, missing items, parts damaged during transit, address changes, credits, problems with customs etc. Works under general supervision. Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.


Essential Job Functions include the following, but are not limited to:

  • Responds to requests via incoming telephone calls and emails daily.
  • Creates Sales Orders for RMAs
  • Documents RMAs by adding an RMA Note to the Sales Order as well as gathers pertinent information about the issue(s).
  • Sets up Intercompany sales order for returns or repairs going to other Thorlabs entities.
  • Creates Non-Conformance Reports (NCRs) in the AX Quality Module.
  • Provides customers with RMA numbers and instructions for returning products.
  • Creates pre-paid shipping labels for customers.
  • Posts pick lists and packing slips.
  • Quarantines Stock when necessary.
  • Coordinates repairs and tested replacements with Business Units.
  • Compensates customers based on sound decisions.
  • Prepares and emails the daily RMA Summary.
  • Monitors back orders and repair orders.
  • Communicates with accounting, inventory control, shipping, carriers, Business Units, and entities to resolve issues and prevent re-occurrences.
  • Proactively contacts customers when a product recall is initiated.
  • Maintains a safe and clean work area at all times.



In addition to the essential functions and duties listed above, all positions are also responsible for:

  • Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
  • Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position.


Physical Activities:

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. This position requires the ability to occasionally lift objects up to 25 pounds.




Minimum 3 years in a similar position.




High School Diploma or equivalent or equivalent work experience



Specialized Knowledge and Skills:

  • Proficient with a variety of computer software applications including Microsoft Outlook, Excel and Axapta.
  • Strong proficiency in sales and customer service
  • Strong ability to work under time constraints, to multitask, and solve problems
  • Strong organizational and planning skills
  • Confidence in decision making
  • Strong attention to detail
  • Strong ability to work well in a group atmosphere, and comply with high quality standards.
  • Strong ability to shift from one task to another to address changing priorities.






Organizational Relationships

Direct Reports:

This position has no direct supervisory responsibilities.


Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identify or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.


This position is currently not accepting applications.

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