Brief Description
Department: Sales
Hours: 8AM-4:30PM
Reports to: Customer Service Supervisor
Status: Hourly/Non-Exempt
Responsible for processing product returns and information while supporting the departments involved in meeting customer satisfaction.
Requirements
- High School Diploma or GED
- Effectively communicate with team members.
- Accurately follow directions, both written and verbal.
- Maintain individual productivity and quality standards according set standards.
- 1-2 years of prior returns or similar experience.
- Possess a thorough understanding of Microsoft Office
- Knowledge and ability to operate inventory control and related computer software.
Summary
Return Specialist I is required to meet and be proficient in all Customer Service Representative Level I job requirements and the additional responsibilities listed below:
- Has learned all RMA functions in P21 (RMA, NORETURN RMA, REPLACEMENT ORDER)
- Properly identifies the RMA class on all RMA requests processed
- Assists in answering emails for the RMA email distribution
- Assists in answering internal calls routed to the RMA phone group
- Properly assigns and processes RMA Tracker requests
- Runs ‘Open RMA’ report monthly and cancels any necessary open RMA requests
- Identifies item return trends and item defectiveness
- Participates in RMA Beta testing for P21
- Does basic item troubleshoot with customers
- Can properly file damage claims with UPS, FedEx, and Globaltranz, etc.
- Works under moderate supervision of Customer Service Supervisor
- Other duties as required
- Must have positive performance reviews to be eligible to be promoted to Return Specialist II
