Order Management Returns Specialist - Rocklin, CA
At SMA America, we believe in Energy that Changes. Since 1981, SMA has been developing innovative solar technology with a purpose -- making the installation, operation, and maintenance of photovoltaic power plants simpler, more reliable, safer and more cost effective. In the meantime, we’ve also been collecting awards as a great place to work, providing growth opportunities to our employees, and challenging conventional thought.
Our Order Management team is looking for an Order Management Returns Specialist to support our growing business units. If you want to join an award-winning company (including ranking 10th in the Global 100 Most Sustainable Companies), apply today!
PURPOSE OF THE POSITION
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 detail-oriented, analytical mindset with strong problem-solving 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 non-returned 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 cross-functionally with procurement, third-party logistics partners, regional competency centers, and field service staff.
- Provide return labels and Bills of Lading (BOL) for both domestic and international customers.
- Cross-train and provide backup support for Service order entry, including creating sales orders for one-way and exchange devices, DOA orders, and Canadian orders.
- Assist the Accounts Receivable team in clearing delinquent accounts related to non-returned products.
- Manage and respond to inquiries in various Order Management email inboxes.
- Other duties as may be required or assigned. team.
REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)
- An Associate’s 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 DETAILS
- Compensation Range: $28-32 per hour
- Comprehensive benefits including health/dental/vision with $0 premium options, 401k with match, advanced training and education opportunities, etc.
- Hybrid opportunity with 2 days onsite in Rocklin, CA/3 days remote.
Our EEO Policy
We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one’s 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), veteran’s status, sexual orientation, or any other consideration made unlawful by law.
In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.
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During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA’s staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes].
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