RMA Coordinator

Job description

Lambda, The Superintelligence Cloud, is a leader in AI cloud infrastructure serving tens of thousands of customers. Our customers range from AI researchers to enterprises and hyperscalers. Lambda's mission is to make compute as ubiquitous as electricity and give everyone the power of superintelligence. One person, one GPU. If you'd like to build the world's best AI cloud, join us. *Note: This position requires presence in our San Jose office location 5 days per week About the Role We have an immediate need for an RMA Coordinator to support our repair and returns operations with a strong focus on vendor management, inventory control, and reverse logistics. In this role, you will own the end-to-end RMA coordination process—managing defective parts, working directly with vendors, and ensuring timely processing of incoming and outgoing returns. This position is critical to maintaining operational efficiency and upholding Lambda’s commitment to excellent customer service. You will serve as a central point of coordination across internal teams and external partners, ensuring all RMA activities are tracked, resolved, and executed within service-level expectations. What You’ll Do - Coordinate end-to-end RMA processes, including receiving, tracking, and closing RMAs - Handle defective parts and manage vendor communications for returns and replacements - Communicate with vendors via email and other channels to track RMA status, request updates, and resolve issues - Own packaging and shipping logistics for incoming and outgoing components, with a focus on power supplies and related hardware - Track and manage RMA inventory, including physical transfers between departments - Monitor outstanding RMA cases with vendors and drive follow-ups to closure - Partner with vendors on special part requests, failure analysis requests (FAR), and urgent escalations - Manage day-to-day RMA receiving activities and ensure accurate system updates - Maintain real-time tracking of tickets, workflows, and open issues - Ensure RMAs are processed within defined service-level agreements (SLAs) - Generate and maintain daily productivity and workflow reports - Support Customer Service with RMA authorization and case processing as needed - Collaborate cross-functionally with Operations, Customer Support, Quality, and Engineering teams - Maintain and update RMA process documentation; create new SOPs as needed - Continuously review and improve RMA workflows and operational processes You - Have experience in RMA coordination, logistics, supply chain, or similar operational role - Are highly organized with strong attention to detail and follow-through - Can manage multiple workflows and prioritize effectively in a fast-paced environment - Are comfortable working directly with vendors and internal stakeholders - Have strong written and verbal communication skills - Are data-driven and capable of tracking metrics, reporting, and process performance - Can work cross-functionally and drive accountability across teams - Are proactive in identifying issues and pushing them to resolution - Are adaptable and flexible with changing priorities - Maintain a structured and process-oriented approach to work Nice to Have - 2+ years of experience in RMA operations, supply chain, or hardware logistics - Experience working with server hardware, power supplies, or data center components - Familiarity with ERP systems (e.g., NetSuite), ticketing tools (e.g., Zendesk, Jira), or inventory systems - Understanding of failure analysis processes and vendor return workflows - Experience in process improvement or SOP documentation - Basic knowledge of hardware components and repair workflows Salary Range Information This is an hourly role, eligible for overtime. The hourly rate for this position has been set based on market data and other factors. However, an hourly rate higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description. About Lambda - Founded in 2012, with 500+ employees, and growing fast - Our investors notably include TWG Global, US Innovative Technology Fund (USIT), Andra Capital, SGW, Andrej Karpathy, ARK Invest, Fincadia Advisors, G Squared, In-Q-Tel (IQT), KHK & Partners, NVIDIA, Pegatron, Supermicro, Wistron, Wiwynn, Gradient Ventures, Mercato Partners, SVB, 1517, and Crescent Cove - We have research papers accepted at top machine learning and graphics conferences, including NeurIPS, ICCV, SIGGRAPH, and TOG - Our values are publicly available: https://lambda.ai/careers - We offer generous cash & equity compensation - Health, dental, and vision coverage for you and your dependents - Wellness and commuter stipends for select roles - 401k Plan with 2% company match (USA employees) - Flexible paid time off plan that we all actually use Equal Opportunity Employer Lambda is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.