Returned Goods Authorization Processor & Shipper-Temporary at Navien in TOANO, Virginia

Job Description:

Returned Goods Authorization (RGA) Processor & Shipper- Temporary


Account Management & Operations (AMO)

Toano, VA

On-Site, In-office



What We Are Looking For:


We are seeking a detail-oriented and customer-focused individual to join our team as a Warranty RGA Parts Order Processor. In this role, you will be the primary point of contact for processing warranty return goods authorization (RGA) parts orders for both domestic and international regions, as initiated by our Technical Support teams. You will be responsible for investigating exceptions, responding to requests promptly, and making necessary changes or alterations to orders as directed by technical support. The ideal candidate will consistently deliver superior customer service, ensuring all customer interactions and order processing meet company standards and team objectives. Strong communication skills, attention to detail, and commitment to customer satisfaction are essential in this position.



Responsibilities:

• Process domestic and international Warranty Parts - RGAs using SAP computer system. Average order processing 6K - 8K per month with an average of 8 quantity lines. Each order requires processing within 2 minutes
• Work with Technical Support staff to review accuracy, pull more customer contact information, may need to request a new order as appropriate
• Prepares FedEx shipping labels for shipping and return label processing using Zebra FedEx printer
• Strong attention to detail is needed for address validation to ensure accurate shipping.
• Prepare commercial invoices
• May on occasion supplement part numbers due to back-order items
• Hand walks all orders to Warehouse Parts staff and maintains Warehouse cut off times
• This position sometimes does require OT and some weekend work
• Work with FedEx Domestic and International teams to resolve shipping issues related to non-deliverable locations, address corrections, lost or damaged shipments
• Act as the liaison between the company and vendors to coordinate shipping of returns and work with 3rd party shipping companies
• Enforce departmental return policies and seek advice and/or from Returns Administration team
• Produce nightly RGA reports to Tech Support Manager and Customer Support Department
• Maintain proper update and filing of orders and shipping documents
• Respond to customer inquiries by fax, phone and email
• Report any back orders, shortages and escalations to the CSS Manager for resolution
• Proof-read orders and correct any discrepancies
• Assist with Sales Order team as back up with other administrative duties as required
• Answering Customer Service calls & general inquiry emails
• Answer telephone hunt group calls relating to Warranty Order shipping inquiries from the customers
• Direct any incoming calls which may belong to a different department.
• Support and aid to other departments, as needed.
• Complete miscellaneous projects assigned by the supervisor or lead RGA Processor

Education and/or Related Experience:

• High school diploma or general education degree.
• Must have 1-2 years of shipping parcel orders, office experience, and order processing.
• Basic proficiency in MSWord, Excel, and Outlook.
• Proven experience in shipping and inventory control.

Preferred Qualifications:

• SAP computer system knowledge preferred, sales order management module with RGA follow up module understanding, processing RGAs skill set.
• Typing speed 65 wpm, 10 key by touch: alpha numeric.
• Inventory and part counting or material handling experience.
• Excellent data entry and proper handling keyboard typing
• Excellent organization, communications and attention to detail skills.
• Excellent customer service and soft skills.
• FedEx Ship Manager and UPS Worldship Software.
• Excellent and strong typing skills with a focus on accuracy.

Pay Scale: $19.00 - $22.00/hr DOE



This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.



About Navien, Inc.



Since 2006, Navien, Inc. has become one of the fastest growing companies in the home comfort sector in North America and has established itself as the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024 Navien was recognized as the number one selling manufacturer of gas tankless water heaters and wall-hung boilers in North America. Navien has since grown into the HVAC market with their NPF Hydro-furnace and is now breaking into the water treatment market with scale prevention systems and whole-house filtration.


Navien has achieved international recognition for its sophisticated engineering and robust designs. Backed by our parent company, KD Navien, with more than forty years of experience with advanced boiler and water heating technology, Navien will continue its mission to provide high quality products. Navien products are available in the United States and Canada through a selected network of wholesale distributors.



Navien Inc. is an Equal Opportunity Employer Apply Now