Lead RMA Support Specialist

* ** Purpose-driven work
** that makes a real difference in communities around the globe.
* ** Career growth and development opportunities
** designed to help you achieve your potential.
* ** A supportive, inclusive*
* ** culture
* * where collaboration and creativity thrive.

This role will be on our Quality team and we are looking for those with strong customer service skills, high attention to detail, and ability to learn product knowledge.

The Lead RMA Support Specialist will be responsible to guide Badger Meter’s returns department processing team with a drive to improve customer satisfaction. This role will have a large focus on the handling and processing of customer inquiries centered around product returns and warranty, while reporting back to their manager on KPIs assigned to the support team. Additionally, the lead will be assigned other duties to collaborate with internal stakeholders to drive continuous improvement when applicable.

As this lead role will not have any direct reports, they will function as a field expert and point of contact for other team members as needed.
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* Job Duties:

*** Lead User Acceptance Testing (UAT) for system enhancements rollouts and changes to internal processes centered around product returns
* Work with manager and other internal stakeholders to identify area’s for continuous improvement within returns processes and procedures
* Act as the primary point contact and Subject Matter Expert (SME) regarding RMA/Returns specialists in the processing of Return Material Authorization (RMA) and returns for Badger Meter products
* Act as the lead point of contact for all non-standard RMA requests - Assess feasibility of process or inquiry, Review the non-standard process recommendation with their Manager for approval, Document the non-standard process, and rolling out the non-standard process to stakeholders.
* Process various types of customer inquiries with relation to warranty and returns including but not limited to; general inquires, status updates, documentation requests, orders and credits.
* Manage individual case queue and ensure transactions are processed first in first out (FIFO)
* Assist in the assignment of warranty and return cases out to other support team members and report to manager of any irregular work load balances
* Work with manager and internal training teams on any changes to processes, ensure understanding and ability to field questions to guide other team members
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* Education and Experience:

*** High school degree/GED required, Bachelor's degree in business, communication, or psychology preferred
* 5+ years of experience in experience in the customer service/support field preferred
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* Qualifications:

*** Experience supporting internal and external customers such as sales or customer service required
* Experience in Salesforce (CRM) required
* Proficiency with Microsoft Office Software required
* Knowledge of manufacturing, distribution, or water/wastewater industry preferred
* Experience working with product returns for credit or warranty required
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* Competencies:

**
* Collaboration:

Work collaboratively with others across the organization to achieve shared objectives.
* Communication:
Convey information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listen actively to others.
* Initiating Action:
Take prompt action to accomplish work goals; take action to achieve results beyond what is required; be proactive.
* Work Standards:
Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
*
* Working Conditions:

*** Work is performed in an office environment and requires the ability to operate standard office equipment
* Competitive Pay
* Annual Bonus
* Eligible for Annual Pay Increases
* Comprehensive Health, Vision, and Dental Coverage
* 15 days Paid Time Off + 11 Paid Holidays
* Two Ways to Save for Retirement:
Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation.  In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
* Employer Paid benefits including:
Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
* Educational Assistance – Tuition Reimbursement up to $5,250
* Voluntary benefits including:
Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
* Health Savings Account (HSA) & Flexible Spending Account (FSA) options
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