Order Management Specialist, Returns

Responsibilities

• Manage customer replacement requests and return cases, ensuring accurate system entry and hardware tracking.
• Generate shipping labels and guide stakeholders on equipment return procedures.
• Support the quote-to-cash lifecycle by creating Sales Orders for additional hardware and assisting Sales and Fulfillment teams.
• Provide clear instructions to Customer Support and Customer Success regarding return protocols and refund options.
• Handle financial operations including churn processing workflows and account reconciliations.
• Maintain data integrity by utilizing Salesforce and Zuora daily to update records and track hardware.

Requirements

• Prior work experience or internship experience in Operations or Order Management.
• Proficiency in Microsoft Word and Excel.
• Experience with CRM systems (Salesforce preferred) and billing platforms (Zuora preferred).
• Solid understanding of customer delivery, logistics, and fulfillment processes.
• Excellent business communication skills in English.
• Ability to prioritize and multi-task in a high-volume environment.
• High attention to detail and ability to maintain quality during high-pressure periods like month-end close.

About the Company

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The Motive platform combines industry-leading AI with integrated tools for safety, operations, and finance, providing complete visibility and control for nearly 100,000 customers across various industries.