Lead RMA Support Specialist

Badger Meter•Milwaukee, WI

9d•Hybrid

About The Position

At Badger Meter, we're more than a leading global water technology company - we're innovators with a mission: to preserve and protect the world's most precious resource. For over 120 years, our trusted solutions have enabled our customers to optimize the delivery and use of water, maximize revenue and reduce waste. Every employee at Badger Meter is an important part of our success. Here, your work doesn't just move a business forward - it shapes a more sustainable future. We are committed to building a workplace where we celebrate differences, empower voices, and encourage fresh ideas that drive innovation. When you join us, you'll find: 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. Be part of something bigger. At Badger Meter, your contributions will ripple far beyond the workplace - creating lasting change for people and the planet. Are you a detail‑driven problem solver who thrives on creating seamless customer experiences? Badger Meter is looking for a Lead RMA Support Specialist who will serve as the driving force behind our returns operations—guiding processes, elevating service quality, and acting as the go‑to expert for all things related to product returns and warranty. This role will be fully onsite for onboarding and then move into a hybrid position at our Milwaukee facility. 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.

Requirements

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
Experience supporting internal and external customers such as sales or customer service required
Experience in Salesforce (CRM) required
Proficiency with Microsoft Office Software required
Experience working with product returns for credit or warranty required

Nice To Haves

Knowledge of manufacturing, distribution, or water/wastewater industry preferred

Responsibilities

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

Benefits

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!
Employee Assistance Program (EAP)
Basic Group Life Insurance
Short Term Disability, and more
Educational Assistance – Tuition Reimbursement up to $5,250
Additional Life Insurance
Long Term Disability
Accident and Critical Illness coverage
Health Savings Account (HSA) & Flexible Spending Account (FSA) options