RMA Operations Lead

Position Summary

The RMA Operations Lead is responsible for supporting the day-to-day operations of the RMA department under the direction of the RMA Supervisor. This role serves as a working lead, providing guidance and coordination to RMA processing staff while actively participating in all aspects of the returns process. Core responsibilities include processing customer credits, receiving and prioritizing incoming returns, maintaining departmental workflow, communicating with customers regarding payments and follow-ups, and preparing units for return to inventory or back to customers as required. The ideal candidate is detail-oriented, customer-focused, and capable of managing competing priorities in a fast-paced environment.

Essential Job Duties & 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.

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

Competencies

• Leadership & Team Coordination
• Attention to Detail
• Customer Service Orientation
• Problem Solving & Critical Thinking
• Accountability & Dependability

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

The Perks!

• The on-target pay for this opportunity is $21.50 - $22.25 per hour. This role is also eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Paid maternity and paternity leave
• 15 Days of Paid Vacation accrued per year (increases after year 3)
• 7 Paid Sick/Wellness days per year
• 9 Paid Holidays per year
• This position is eligible for a flexible hybrid work schedule
• Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
• Employee Equipment Program – Free Alarm.com system for your home!

About OpenEye:

OpenEye is a leading cloud video platform company delivering solutions for video security, business intelligence, and loss prevention. For over 20 years, we've been committed to creating easy-to-use, comprehensive video management systems backed by our signature Heroic Customer Service® and support. Our on premise and cloud products protect schools, hospitals, banks, retail stores, and other facilities worldwide, delivered through our trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com.

Learn more at www.openeye.net.

OpenEye is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected].

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.