Order Management Specialist, Returns

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As an Order Management Specialist, Returns, you will be given an opportunity to utilize your expertise here in Motive. You will be helping our Operations department with Sales order completion, Order Form generation,Churn Management, Modifications and everything which is relevant to processing inbound and outbound shipments along with it’s SFDC representation Challenging legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, understanding the flexibility for change, and formulating creative solutions or work-around based on that analysis.

• Manage Returns & Replacements: Process customer replacement requests and return cases, ensuring accurate system entry and tracking. Generate shipping labels and guide stakeholders on equipment return procedures.
• Support the Quote-to-Cash Process: Create Sales Orders for additional hardware and assist the Sales and Fulfillment teams seamlessly through the quote-to-cash lifecycle.
• Enable Internal Teams: Provide clear instructions to Customer Support and Customer Success regarding return protocols, shipping requirements, and refund/replacement options.
• Handle Financial Operations: Manage churn processing workflows and conduct accurate account reconciliations.
• Maintain System Accuracy: Utilize Salesforce and Zuora daily to update records, track hardware, and ensure data integrity.

• Experience: Internship or prior work experience, preferably within an Operations or Order Management environment.
• System Knowledge: Proficiency in Microsoft Word and Excel. Experience with CRM systems (Salesforce is a strong plus) and billing platforms (Zuora) is highly preferred.
• Technical Acumen: A solid understanding of the customer delivery, logistics, and fulfillment processes.
• Detail-Oriented: Highly meticulous and organized, with a focus on accuracy in data entry and system tracking.
• Communication Skills: Excellent business communication skills in English, with the ability to clearly guide and inform various stakeholders.
• Time Management: Proven ability to effectively prioritize, multi-task, and meet strict deadlines in a high-volume workload situation.
• Resilience & Consistency: Ability to maintain a high standard of quality and focus over long periods, especially during high-pressure times like month-end and quarter-end close.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.