Customer Operations Analyst

One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

We are thrilled to announce an exciting opportunity for a Customer Operations Analyst to join our dynamic team in Carlsbad, CA! This hybrid role offers the unique blend of working collaboratively within our Carlsbad office and the flexibility of remote work.

As the Customer Operations Analyst, you'll play a key role in our Government Customer Operations team, which helps deliver goods and services to Viasat customers in more than 60 countries. Using your strong interpersonal skills and initiative, you'll manage the reverse logistics process by handling Return Material Authorization (RMA). Your day-to-day work will involve processing RMAs, providing updates on repairs and upgrades, preparing shipping documents, and validating and entering data. You'll also create regular reports and coordinate with third-party service centers. Our team is focused on providing a top-notch customer experience and works closely with other departments to make sure customer orders are fulfilled smoothly. To succeed in this role, you should be a strong team player with an analytical mindset who is responsive and a dedicated customer advocate.

• Process Return Material Authorizations (RMAs) to support the reverse logistics of defective products.

• Communicate with customers through various channels to facilitate product returns, provide status updates on repairs and upgrades, and resolve any issues.

• Coordinate with third-party service centers and internal teams to ensure customer orders move smoothly through the fulfillment cycle.

• Manage inventory by performing Oracle transactions to track products from receipt of returns to the shipment of replacements.

• Reconcile inventory between Oracle and physical warehouses to maintain data accuracy.

• Prepare shipping documents and validate and enter data to support logistics.

• Generate recurring reports using tools like Salesforce and Tableau to track part removals and replenishments.

• Bachelor's degree or equivalent experience.
• 3+ years of experience working with customers to provide solutions.
• Previous working knowledge of compiling reports and analytics on program portfolio.
• Experience in ERP systems and/or database management systems.
• Proficiency in MS Office applications (Excel, Word, PowerPoint).
• Ability to multi-task and prioritize projects.
• Strong verbal and written communication skills.
• US Citizenship is required.

• Experience in Oracle/Salesforce experience is highly desirable.
• Experience reviewing and interpreting contracts.
• Experience with Microsoft Access and Visio.
• Familiarity with engineering and manufacturing processes.

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.