Order Management Returns Specialist

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The Order Management Returns Specialist is responsible for managing the returns process and ensuring the timely completion of all open returns. This role works closely with the SMA Logistics team and 3PL warehouse to coordinate and disposition returned materials efficiently. Additionally the Specialist manages customer dunning emails ensures accurate invoicing and collaborates with the Accounting team to resolve outstanding invoices. This position requires a detailoriented analytical mindset with strong problemsolving skills. The ability to work with large datasets identify trends and collaborate with multiple departments is essential to success in this role. Additionally exceptional customer service skills are necessary to ensure a positive experience for customers and stakeholders throughout the return process.

Primary duties / responsibilities

Conduct thorough research and analysis of customer returns identifying process gaps and opportunities for improvement.

Provide a high level of customer service by communicating professionally and effectively with customers regarding return processes defective device returns and issue resolution.

Monitor the return deliveries list and run open return reports daily. Utilize different reporting tools and methods to manage and resolve complex return cases.

Create task orders for invoicing on nonreturned products and request credit notes for returned devices in coordination with the Billing Team.

Investigate and resolve discrepancies in 3PL deliveries.

Serve as a liaison between Global Order Management in Germany to drive process improvements.

Work crossfunctionally with procurement thirdparty logistics partners regional competency centers and field service staff.

Provide return labels and Bills of Lading (BOL) for both domestic and international customers.

Crosstrain and provide backup support for Service order entry including creating sales orders for oneway and exchange devices DOA orders and Canadian orders.

Assist the Accounts Receivable team in clearing delinquent accounts related to nonreturned products.

Manage and respond to inquiries in various Order Management email inboxes.

Other duties as may be required or assigned.

Required training (type / duration / field / additional training)

An Associates degree is preferred.

Required relevant professional experience (type / duration)

At least 3 years of experience in an administrative or support role are required.

Other specialized skills

Knowledge of order entry and SAP a huge plus.

Proficiency in the English language both written and verbal is required. German/Spanish language skills are a plus.

Proficiency with Microsoft Office Suite (Word PowerPoint and Excel) is required.

Attention to detail and a high level of accuracy are required.

Must be organized and have excellent time management skills.

Excellent interpersonal communication skills are required.

Ability to analyze and solve problems effectively.

Additional Information:

• Compensation: $57000 $69500 annually
• Comprehensive benefits including health/dental/vision with $0 premium options 401k with match advanced training and education opportunities etc.

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We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to ones race color creed sex (includes gender pregnancy childbirth and related medical conditions) gender identity religion marital status age (over 40) national origin or ancestry physical or mental disability (includes HIV/Aids) medical condition (cancer genetic characteristics) veterans status sexual orientation or any other consideration made unlawful by law.

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