Order Management Specialist
About The Position
The Order Management Returns Specialist is responsible for managing the end-to-end returns process and ensuring timely, accurate resolution of all open returns. This role partners closely with the SMA Logistics team, 3PL warehouse providers, Accounting, and Global Order Management to coordinate returned materials, resolve discrepancies, and support accurate invoicing. This position requires a highly organized professional with strong attention to detail, the ability to multitask across competing priorities, and a customer-service-oriented mindset. Success in this role depends on accuracy, follow-through, and effective communication across multiple internal and external stakeholders.
Requirements
- Highly organized with strong attention to detail and accuracy
- Ability to multitask and manage multiple requests simultaneously
- Strong customer service and communication skills
- Proficiency with Microsoft Office Suite, particularly Excel
- Strong time management and problem-solving abilities
- Ability to analyze data, identify trends, and resolve issues effectively
- Knowledge of order entry systems; SAP experience strongly preferred
- Proficiency in English, written and verbal; German or Spanish is a plus
- Associate degree preferred
- Minimum of 3 years of experience in an administrative, order management, logistics, or support role
Responsibilities
- Manage and research customer returns, identifying root causes, process gaps, and opportunities for continuous improvement
- Provide professional, timely, and high-quality customer service related to return processes, defective device handling, and issue resolution
- Monitor return deliveries and run open return reports daily, utilizing reporting tools to manage and resolve complex 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 related to 3PL deliveries and material movement
- Serve as a liaison with Global Order Management teams to support alignment and process improvements
- Collaborate cross-functionally with Procurement, Third-Party Logistics partners, Regional Competency Centers, Field Service, and Accounting
- Provide return labels and Bills of Lading for domestic and international customers
- Cross-train and provide backup support for service order entry, including one-way orders, exchange devices, DOA orders, and Canadian orders
- Assist Accounts Receivable with clearing delinquent accounts related to non-returned products
- Manage and respond to inquiries across Order Management email inboxes
- Balance multiple priorities while meeting deadlines in a fast-paced environment
- Perform other duties as required or assigned
Benefits
- Comprehensive medical, dental, and vision benefits, including $0 premium options
- 401(k) plan with company match
- Paid time off and company holidays
- Opportunities for professional development and ongoing training
- Collaborative and supportive work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
