RMA Operations Manager

Operations Boise, Idaho

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Description

Our mission at Enphase Energy is to advance a sustainable future for all. 
 
Today, our intelligent microinverters, which turn sunlight into an affordable, safe, reliable, and scalable source of energy, work with virtually every solar panel made, and when paired with our award-winning smart battery technology, we engineer one of the industry's best-performing clean energy systems. To date, we have installed more than 42 million microinverters on more than 1.9 million homes across 130 countries.  
 
Like our customers, our innovative teams are also worldwide, making Enphase Energy a truly global company. We are one of the fastest growing and most dynamic energy companies in the world. Nimble and acutely focused on developing ground-breaking solar energy management technology, each of our teams have a shared goal of creating a carbon-free future. 
 
At Enphase we are also committed to diversity and inclusion. Developing cutting edge technology requires a workforce as diverse as the populations we wish to serve. We are a values-driven company that puts people and their power at the center of our shared energy future. 

Do you want to help change the world? Learn more about the role: 

We are seeking an RMA Operations Manager who will work in the Enphase Customer Success team.

Responsibilities

  • Process routine customer information in support of transportation, billing and/or collection efforts.
  • Daily monitoring of RMA shipments.
  • Works with carriers on resolving warehouse and other logistics issues.
  • Maintain familiarity with conditions that need special and accessorial charges and ensure that all costs and charges are complete and accurate.
  • Identifies root causes of service failures, recommends solutions, and implements recommendations.
  • Initiates carrier claims for lost and damaged freight and research claim documentation through Customer Service, the DC, and carrier direct contact to bring claims to conclusion.
  • Perform miscellaneous job functions to assist with operations, sales efforts, contracts, and billing.
  • Collaborate with internal teams to develop, implement, and sustain strategies and processes that will lead to the success of the growing support team and customer satisfaction.
  • Collect and analyze data on Support services to assist leadership with forecasting business needs and execute resulting plans.
  • Guide and mentor the RMA support team to adhere to the company goals and culture.
  • Fully document all processes and workflow executed by the Call-Center and keep that documentation updated as the processes and/or workflow change over time.
  • Assist Distributors and installer partners in fulfillment of warranty claim orders.
  • Monitor and adjust existing flowchart process(es) for support team for effectiveness and efficiency of problem-resolution.
  • Regularly report statistical data, trends, significant events and milestones to the Director of Customer Support.
  • Coordinate with the Director of Customer Support and other Customer Support Managers on the tracking of impacting field-issues, subsequent product-modifications, and documentation of remediation.
  • Enforce departmental best-practices, documentation, and customer-interaction guidelines.
  • Participate in ongoing training/education of industry standards and Enphase product-specific information.
  • Follow Enphase Energy departmental conventions and procedures.
  • Professionally represent Enphase via all communications mediums.
  • Abide by all company policies and standards of conduct contained in the Enphase Energy employee-manual.

Qualifications

  • A.S. or B.S. degree in Economics, Business or Supply Chain preferred.
  • 3+ years of experience in the Transportation or Freight Forwarding industry.
  • Expert proficiency in Microsoft Office suite, internet, web-based and job specific software applications required.
  • Candidates should have the ability to plan, organize and manage multiple projects and set priorities.
  • Ability to develop and use collaborative relationships to accomplish work goals; develops individual relationships by listening, sharing ideas, and appreciating others' efforts required.
  • Applicants must possess the ability to maintain stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and the organization.
  • The successful applicant will read, analyze, and interpret highly complex regulations and procedures, and respond to common inquiries or complaints.
  • Applicants must possess the ability to effectively present information and respond to questions from groups of customers and employees.

Benefits

  • Medical, Dental and Vision Care
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (FSA)
  • Paid Vacation
  • Paid Sick Time
  • Tuition Reimbursement
  • 10 Paid Holidays
  • 401(k) Retirement Savings Plan
  • Short Term Disability Insurance (STD) & Long-Term Disability Insurance (LTD)
  • Life and Accidental Death and Dismemberment Benefits (AD&D)
  • Voluntary (Optional) Life Insurance
  • Pet Insurance
  • Employee Assistance Program (EAP)

 

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