Inventory Specialist - Charlotte

Inventory SpecialistCustomer Premises Equipment (CPE) Returns & Warehouse OperationsDepartment* Customer ServiceReports To* Customer Service ManagerLocation* Centralized Warehouse —Indian Trail, NC (Charlotte Metro)Employment Type* Full-Time, Non-ExemptLast Updated* April 2026Position SummaryThe Inventory Specialist is responsible for managing the end-to-end return process of Customer Premises Equipment (CPE) for a fiber-to-the-home (FTTH) broadband operator. This role serves as the central point of accountability for all CPE returns initiated upon customer disconnection, ensuring equipment is tracked, received, inspected, and reconciled in an accurate and timely manner. The Inventory Specialist is a critical operational role that directly supports revenue protection, asset management, and customer experience.Key ResponsibilitiesRMA Return Process Management

1. Maintain and update the centralized CPE return tracking system, recording all relevant customer and cancellation details including RMA tracking numbers, cancellation request dates, and scheduled disconnection dates
2. Coordinate with the retention team to receive completed cancellation records and initiate the return tracking workflow for each disconnected customer
3. Monitor RMA shipment status through carrier portals (USPS, UPS, FedEx) and proactively follow up with customers via email to prompt timely equipment return
4. Send templated reminder communications to customers at regular intervals until CPE is confirmed received at the warehouse, in accordance with the 14-day return policy following disconnection

Warehouse Receiving & Inspection

1. Receive and process all inbound CPE return packages at the Charlotte warehouse facility
2. Physically inspect all returned equipment to verify that all components are present and accounted for, and to assess the physical condition of each item
3. Document the condition of returned CPE, identifying and flagging equipment that appears to have been physically damaged beyond normal wear and tear
4. Update the tracking spreadsheet upon receipt of each return, noting the received date, condition, and any discrepancies between expected and actual equipment
5. Escalate cases involving missing, incomplete, or damaged equipment to the Customer Service Manager for appropriate follow-up action

Non-Return Billing Initiation

1. Monitor the 14-day return window for all disconnected customers and flag accounts where equipment has not been returned within the required period
2. Initiate the non-return equipment billing process upon expiration of the return and applicable grace period, in coordination with the billing team
3. Maintain accurate records to support billing disputes or escalations related to non-returned or damaged CPE

Serial Number & Asset Tracking

1. Record and maintain serial numbers for all CPE at each stage of the returns workflow —from warehouse receipt through inspection and disposition
2. Support the broader serial number tracking initiative by maintaining accurate equipment records that can be linked to customer accounts
3. Assist with periodic inventory reconciliation and cycle counts as directed

Reporting & Administration

1. Provide regular status reports on open returns, aging inventory, non-return billing cases, and inspection outcomes to the Customer Service Manager
2. Identify trends in return rates, damage rates, and non-compliance and surface actionable insights to management
3. Support continuous process improvement by recommending workflow enhancements, including the evaluation of low-cost scanning solutions to automate serial number capture

Minimum QualificationsEducation

1. High school diploma or GED equivalent required
2. Associate's degree or coursework in business administration, supply chain, or a related field preferred

Experience

1. Experience in inventory management, warehouse operations, logistics, or a related role

22.*

1. Prior experience with RMA or returns management processes beneficial

Skills & Competencies

1. Proficiency in Microsoft Excel—comfortable working with spreadsheets for data entry, tracking, and basic reporting
2. Strong attention to detail and accuracy in data entry and record keeping
3. Solid organizational skills with the ability to manage multiple open cases simultaneously and meet deadlines
4. Clear written communication skills —ability to draft professional customer-facing reminder emails
5. Self-motivated and able to work independently with minimal supervision in a warehouse environment
6. Familiarity with shipping carrier portals (UPS, FedEx, USPS) preferred
7. Basic understanding of barcode/QR scanning technology a plus
8. Experience with CRM or field service platforms (e.G. HubSpot, FieldSquare) beneficial but not required

Working Conditions

1. Primarily warehouse-based with regular physical activity including receiving, sorting, and inspecting equipment packages
2. Ability to lift and carry packages up to 40 lbs
3. Prolonged periods of standing and working at a computer workstation
4. Standard business hours, Monday through Friday;occasional flexibility may be required during peak return periods