Order Management Specialist

Why Work at SMA America

At SMA America, we believe in Energy that Changes. Since 1981, we've been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems - all while pushing the boundaries of what's possible in clean energy.

But we're not just transforming power - we're empowering people.

We've built a culture where bold ideas are welcomed, collaboration is second nature, and your career growth truly matters. With our Rocklin, CA headquarters as the hub, we offer a hybrid work model, competitive benefits, and a team-driven environment where your impact is seen and felt.

Whether you're a sales expert, service pro, or engineering innovator, if you're ready to join a purpose-driven team committed to shaping the future of energy - we'd love to meet you.

POSITION OVERVIEW

The Order Management Returns Specialist is responsible for managing the end-to-end returns process and ensuring timely, accurate resolution of all open returns. This role partners closely with the SMA Logistics team, 3PL warehouse providers, Accounting, and Global Order Management to coordinate returned materials, resolve discrepancies, and support accurate invoicing.

This position requires a highly organized professional with strong attention to detail, the ability to multitask across competing priorities, and a customer-service-oriented mindset. Success in this role depends on accuracy, follow-through, and effective communication across multiple internal and external stakeholders.

PRIMARY DUTIES AND RESPONSIBILITIES

• Manage and research customer returns, identifying root causes, process gaps, and opportunities for continuous improvement
• Provide professional, timely, and high-quality customer service related to return processes, defective device handling, and issue resolution
• Monitor return deliveries and run open return reports daily, utilizing reporting tools to manage and resolve complex cases
• Create task orders for invoicing on non-returned products and request credit notes for returned devices in coordination with the Billing team
• Investigate and resolve discrepancies related to 3PL deliveries and material movement
• Serve as a liaison with Global Order Management teams to support alignment and process improvements
• Collaborate cross-functionally with Procurement, Third-Party Logistics partners, Regional Competency Centers, Field Service, and Accounting
• Provide return labels and Bills of Lading for domestic and international customers
• Cross-train and provide backup support for service order entry, including one-way orders, exchange devices, DOA orders, and Canadian orders
• Assist Accounts Receivable with clearing delinquent accounts related to non-returned products
• Manage and respond to inquiries across Order Management email inboxes
• Balance multiple priorities while meeting deadlines in a fast-paced environment
• Perform other duties as required or assigned

REQUIRED TRAINING AND EXPERIENCE

• Associate degree preferred
• Minimum of 3 years of experience in an administrative, order management, logistics, or support role

REQUIRED SKILLS AND QUALIFICATIONS

• Highly organized with strong attention to detail and accuracy
• Ability to multitask and manage multiple requests simultaneously
• Strong customer service and communication skills
• Proficiency with Microsoft Office Suite, particularly Excel
• Strong time management and problem-solving abilities
• Ability to analyze data, identify trends, and resolve issues effectively
• Knowledge of order entry systems; SAP experience strongly preferred
• Proficiency in English, written and verbal; German or Spanish is a plus

WORK MODEL

• Hybrid role with a dedicated schedule
• Remote work: Monday, Wednesday, Friday
• Onsite work: Tuesday and Thursday

COMPENSATION AND BENEFITS

• Hourly compensation: $28.85 - $29.00 per hour, depending on experience and qualifications
• Comprehensive medical, dental, and vision benefits, including $0 premium options
• 401(k) plan with company match
• Paid time off and company holidays
• Opportunities for professional development and ongoing training
• Collaborative and supportive work environment

INTERVIEW PROCESS

• After an initial recruiter screen, candidates will move directly to a 1-hour onsite interview with the hiring manager.

Our EEO Policy

We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one's race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran's status, sexual orientation, or any other consideration made unlawful by law.

In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.

Our Privacy Policy

During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA's staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes].

If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the "CCPA"). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information.

If you have any question regarding our privacy policy, please contact us at US_DataPrivacy@sma-america.com