Returns Collection Specialist

Description:

As a Returns Collections Specialist, you will serve as the main point of contact for all Returning Hardware related inquiries. You will be responsible for Return of hardware and processing charges, researching outstanding devices items, generating invoices, reviewing and validating refunds, and continuously provide feedback to the management team with inaccurate findings to solve problems and fine tune processes. You will Interact with internal departments & customers over calls to ensure timely handling and resolution of cases as well as assist our CS & fulfillment team in an operational capacity to maintain accurate account data of devices. This will require an intimate understanding of how the Quote-to-Cash process works and be able to troubleshoot issues as they come up. Motive is seeking an ambitious individual with strong organizational skills and a high level of attention to detail and accuracy to join our focused and motivated team.

What You'll Do
 

• Oversee device status of accounts by researching and resolving any outstanding inconsistencies and errors
• Reaching out to customers on outstanding equipment returns.
• Consistent maintenance of return of equipment data of customers as per RMA policy.
• Analyze subscription documents and other data for accuracy and completeness, acquiring missing or correct data when necessary
• Create invoices and Issuing RMAs
• Review Returns process and recommend improvements where possible
• Ensure proper period cut off for month end close procedures
• Be the point person to answer RMA related support cases
• Provide accurate and timely reporting
• Work closely with other functional teams to ensure data quality and consistency
• Comfortable working with spreadsheets, internet applications and ERP systems
• Ability to enter data into various electronic systems while maintaining the integrity and accuracy of the data
   

What We're Looking For
 

• 1-2 years of experience in a Customer facing or conflict resolution role.
• Independent self-starter and adaptable in a fast-paced and changing environment
• Excellent communication skills (written and verbal) (Fluent verbal accent)
• High level of attention to detail
• Ability to work well with ambiguity, solve problems and think on your feet
• A good command of Excel and Google Sheets
• Comprehensive knowledge of Zuora is a plus
• Expertise in Salesforce.com is a plus