Warehouse Associate-Customer Returns & Inventory

Location: Huntsville, AL

Job Type: Full-Time

Industry: Manufacturing / Operations / Customer Service

DirectPath Recruiting Services is partnering with a leading organization to identify an experienced RMA / Customer Service and Process Improvement Specialist to support customer service operations, resolve RMA discrepancies, analyze business processes, and improve operational performance.

This position is ideal for an analytical, customer-focused professional who enjoys problem solving, process improvement, project coordination, inventory optimization, and cross-functional collaboration. The successful candidate will work with customers, operations, management, and project teams to provide timely resolutions while identifying opportunities to improve business processes and service-level performance.

Key Responsibilities

• Manage and resolve RMA (Return Material Authorization) discrepancies and customer requests while providing professional, responsive customer service.

• Research customer orders, RMAs, and related information to provide one-call resolution whenever possible.

• Use available systems, tools, and resources to answer customer questions and resolve issues efficiently.

• Partner with operational stakeholders to ensure customer service and SLA performance goals are met or exceeded.

• Monitor key RMA performance metrics and KPIs to identify trends, performance gaps, and opportunities for improvement.

• Collect and analyze data to perform root cause analysis of service-level and process performance issues.

• Facilitate process improvement initiatives with management and project teams.

• Analyze current-state ("as-is") processes and develop recommendations for future-state ("to-be") processes.

• Identify process gaps, develop performance measurements, and assist with implementation of improved workflows.

• Research business processes and help translate business objectives into functional requirements and process solutions.

• Assist management in evaluating the risk, cost, and timeframe associated with process re-engineering initiatives.

• Measure process performance against established requirements and help develop improvement plans to address performance shortfalls.

• Assist with project management activities, including project schedules, scope, resources, timelines, and risk management.

• Support strategic spares inventory optimization and help identify opportunities to improve inventory efficiency.

• Promote a work environment focused on quality, integrity, customer satisfaction, and continuous improvement.

• Perform other duties as required at company facilities.

Qualifications

• Bachelor's degree preferred.

• Minimum 3 years of relevant professional experience.

• Experience in customer service, RMA management, operations, process improvement, business analysis, supply chain, or project coordination is highly desirable.

• Strong analytical and problem-solving skills with the ability to analyze complex processes and workflows.

• Ability to identify process gaps and communicate current-state and future-state processes to internal users and stakeholders.

• Excellent written and verbal communication skills.

• Advanced proficiency with Microsoft Office, particularly Microsoft Excel.

• Strong organizational skills with the ability to manage multiple priorities and deadlines.

• Proven ability to manage time effectively in a fast-paced environment.

• Strong attention to detail and commitment to accuracy.

• Ability to work collaboratively with management, operations, customers, and cross-functional project teams.

• Demonstrated ability to maintain a professional, confident, and helpful demeanor when working with customers.

Preferred Experience

• RMA / Returns Management

• Customer Service Operations

• Process Improvement / Continuous Improvement

• Business Process Analysis

• Root Cause Analysis

• KPI and SLA Performance Management

• Project Management

• Inventory Management / Spares Optimization

• Supply Chain or Operations

• Manufacturing or technical environment

• Advanced Microsoft Excel

Why Join This Opportunity?

• Opportunity to make a direct impact on customer satisfaction and operational performance

• Work in a cross-functional environment involving customer service, operations, and management

• Opportunity to contribute to process improvement and continuous improvement initiatives

• Exposure to project management, RMA operations, performance analytics, and inventory optimization

• Career growth within a professional operations environment