RMA Operations Lead — Returns & Credits Expert

Alarm Com; Liberty Lake (WA); Hybrid; USD 29,000 - 32,000; Full time

Benefits offered by this job

The on-target pay for this opportunity

Annual discretionary bonus

Stock purchase at discount

Hybrid, collaborative culture

Casual dress

Medical, dental, vision, prescription

401k match

Disability/AD&D and life insurance

Paid maternity/paternity leave

Paid vacation 15 days

Paid sick/wellness days

9 paid holidays

Flexible hybrid work schedule

Educational assistance

Employee equipment program

Job summary

OpenEye, a subsidiary of Alarm.com, seeks an RMA Operations Lead to guide the returns process and coordinate staff under the RMA Supervisor. Responsibilities include credit processing, prioritizing incoming returns, and preparing units for inventory or customer shipment.

The ideal candidate is detail-oriented, customer-focused, and able to manage competing priorities in a fast-paced environment. This role offers a hybrid schedule and opportunities in a collaborative culture.

Qualifications

• High school diploma or equivalent required.
• 2+ years of experience in an RMA, warehouse, logistics, or customer service environment.
• Strong organizational and time management skills with the ability to prioritize effectively.
• Excellent written and verbal communication skills.
• Proficiency with ERP/order management systems and Microsoft Office Suite.
• Ability to lift up to 50 lbs and stand for extended periods as needed.

Responsibilities

• Credit Processing – Accurately process customer credits associated with returned merchandise, ensuring timely and correct application in accordance with company policies and procedures.
• Receiving & Priority Evaluation – Receive and inspect incoming return units, assess condition and document as needed, and evaluate the urgency and priority level of each return to ensure appropriate handling and turnaround time.
• Departmental Workflow Management – Monitor and maintain the daily workflow of RMA, redistributing workloads as needed, and ensuring all returns are processed in a timely manner.
• Customer Communication – Serve as a point of contact for customers regarding payments, outstanding requests, and return follow-ups; provide timely, professional, and accurate responses to inquiries to ensure a positive customer experience.
• Unit Preparation & Disposition – Package and prepare completed units for return to inventory or shipment back to customers as required, ensuring all units meet quality and condition standards prior to disposition.

Skills

Organization

Time management

Communication

ERP systems

Order management

Microsoft Office

Lift up to 50 lbs

Stand for extended periods

Staff guidance

Attention to detail

Education

High school diploma or equivalent

Tools

ERP systems

Order management

Microsoft Office

Job description

OpenEye, a subsidiary of Alarm.com, seeks an RMA Operations Lead to guide the returns process and coordinate staff under the RMA Supervisor. Responsibilities include credit processing, prioritizing incoming returns, and preparing units for inventory or customer shipment.

The ideal candidate is detail-oriented, customer-focused, and able to manage competing priorities in a fast-paced environment. This role offers a hybrid schedule and opportunities in a collaborative culture.