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Job description
RMA Operations LeadThe RMA Operations Lead is responsible for supporting the day-to-day operations of the RMA department under the direction of the RMA Supervisor. This role serves as a working lead, providing guidance and coordination to RMA processing staff while actively participating in all aspects of the returns process. Core responsibilities include processing customer credits, receiving and prioritizing incoming returns, maintaining departmental workflow, communicating with customers regarding payments and follow-ups, and preparing units for return to inventory or back to customers as required. The ideal candidate is detail-oriented, customer-focused, and capable of managing competing priorities in a fast-paced environment.Essential Job Duties & ResponsibilitiesCredit Processing – Accurately process customer credits associated with returned merchandise, ensuring timely and correct application in accordance with company policies and procedures.Receiving & Priority Evaluation – Receive and inspect incoming return units, assess condition and document as needed, and evaluate the urgency and priority level of each return to ensure appropriate handling and turnaround time.Departmental Workflow Management – Monitor and maintain the daily workflow of RMA, redistributing workloads as needed, and ensuring all returns are processed in a timely manner.Customer Communication – Serve as a point of contact for customers regarding payments, outstanding requests, and return follow-ups; provide timely, professional, and accurate responses to inquiries to ensure a positive customer experience.Unit Preparation & Disposition – Package and prepare completed units for return to inventory or shipment back to customers as required, ensuring all units meet quality and condition standards prior to disposition.QualificationsHigh school diploma or equivalent required2+ years of experience in an RMA, warehouse, logistics, or customer service environmentStrong organizational and time management skills with the ability to prioritize effectivelyExcellent written and verbal communication skillsProficiency with ERP/order management systems and Microsoft Office SuiteAbility to lift up to 50 lbs and stand for extended periods as neededCompetenciesLeadership & Team CoordinationAttention to DetailCustomer Service OrientationProblem Solving & Critical ThinkingAccountability & DependabilityThe Perks!The on-target pay for this opportunity is $21.50 - $22.25 per hour. This role is also eligible for an annual discretionary bonus.Employees are eligible to purchase company stock at a discounted rateCollaborative, fun, creative culture where idea sharing is encouragedCasual dress (Jeans are welcome!)Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.Up to $5,000 annual company match for 401kCompany paid short-term/long-term disability, AD&D and life insurancePaid maternity and paternity leave15 Days of Paid Vacation accrued per year (increases after year 3)7 Paid Sick/Wellness days per year9 Paid Holidays per yearThis position is eligible for a flexible hybrid work scheduleEducational Assistance Program covering non-degree support, undergraduate and graduate degreesEmployee Equipment Program – Free Alarm.com system for your home!About OpenEyeOpenEye is a leading cloud video platform company delivering solutions for video security, business intelligence, and loss prevention. For over 20 years, we've been committed to creating easy-to-use, comprehensive video management systems backed by our signature Heroic Customer Service® and support. Our on premise and cloud products protect schools, hospitals, banks, retail stores, and other facilities worldwide, delivered through our trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com.OpenEye is an Equal Opportunity Employer
Worksite address
liberty lake, WA, 99019, US
Who can apply
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