Order Management Specialist Rocklin, CA

Why Work at SMA America

At SMA America, we believe in Energy that Changes. Since 1981, we’ve developed innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems—all while pushing the boundaries of clean energy. We’re building 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.

The Order Management Returns Specialist manages the end‑to‑end returns process, ensuring timely and 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.

• 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.

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

• 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.

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

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

We are an equal‑opportunity employer and make employment decisions based on merit, without regard to 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 unlawful consideration. 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.

Qualified applicants with a disability who believe they require an accommodation should identify the accommodation(s) needed in the application.