Returns Sales Order Processor at Navien in Irvine, California

Job Description:

Returns Sales Order Processor


Account Management & Operations

Irvine, CA

In-Office



What we are looking for

This position will coordinate across functional disciplines to achieve customer satisfaction. The position is required to work processes within Account Management and Operations, which include but not limited to Sales Order Mgmt. Returns Admin and RGA Warranty Return Mgmt., and Warm Mat products for North America support understand Commercial Invoice process, shipping international. Export Return and Sales Order SAP data for excel and pivot representation and submit to executives, management, and internal department leaders. Achieve performance against customer requirements in accordance with contract obligations, terms, and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting purchase order audits, data entry quality, cost, and on-time delivery expectations. Month end performance tasks to ensure 100% customer return processing and credits. This position requires excellent department teamwork and team collaboration is essential.



Responsibilities:

• Handles the administrative tasks to process defective product returns using SAP to process
• Credit Memos and Returns management
• Handle Inbound customer calls
• Welcome Calls with Return Customers
• Create "Free Box" orders for units to be shipped back to Navien
• Generate shipping labels or bill of ladings for shipments and cross reference unit order parts, KPI is at least 35 labels per day- exceptions can be discussed as a team
• Validates customer and product information on submitted RGA forms and follows up with customers to conclude return approval
• SRA Management as needed
• Verifies all RGA warranty serial numbers to ensure accuracy and prevent fraud returns
• Will conduct research, and investigation to ensure 100% return on units
• Engage with warehouse staff to process, schedule, and adhere to Quality Control guidelines on returned SRAs and RGAs
• Produce daily/weekly/month reports of returned inventory, including disposals
  • Return report
  • Collection reports
  • Summary Report
  • Sales Discount report
  • Units shipped report
  • Internal Control Reports Audits
  • Project-oriented reports as needed.

• Manage Accounting Quarter / Monthly / Yearly return/RGA/Credit Memo audits
• Generate weekly & Month-end reports to upper management and executives
• Enter data, analyze data, and identify return tracking information
• Process, categorize, and keep return metrics updated accurately
• Update all Return reports, logs, and documentation reports to report accurate statistics and metrics
• Coordinate Return paperwork with Warehouse inbound staff
• Maintain proper update and filing of credit memos and RGA forms and shipping documents Keep filing accurate
• Respond to customer inquiries by fax, phone, and email in a timely manner
• Provide excellent customer service, requires cheerful outlook servicing external and internal customers
• Back up Team Lead and Returns Sales Processor as needed
• Assist the AMO Department with researching CAN & US NavienMate/Warm Mats, which includes not limited to; orders on various Ecommerce websites to subsequently process orders and returns for CAN & US NavienMate/Warm Mats
• Other duties as assigned

Requirements:

• Advanced to intermediate knowledge of Microsoft Excel, Word, Outlook, and PowerPoint. Must know pivot tables and VLook up functions. Formulas a plus
• Strong analytical skills and attention to detail
• Prior Experience with UPS WorldShip and or FedEx parcel shipping software a plus
• Excellent customer service skills
• Strong detail oriented and solid organizational and multi-task job responsibilities
• Ability to learn quickly, and skilled and experience working in a Team environment
• Skilled at building customer relationships
• Working overtime, holidays and/or weekends as needed; Working overtime to maintain workloads or assist the department during peak season with modified work hours

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.



Pay Scale: $22.00/hr to $24.00/hr DOE plus eligible for an annual bonus




Benefits

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%, and dependent premium covered at 50%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 10.5 Paid Holidays per calendar year
• Community Involvement Volunteer Day
• 401K Plan, 100% match on employee's contribution, up to a maximum of 5%
• Employee discounts on Navien products
• LinkedIn Learning License
• Life Style Spending Account: You choose-- gas, pet care, elder care, gym membership

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