Returns Specialist I

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.

• High School Diploma or GED
• Effectively communicate with team members.
• Accurately follow directions, both written and verbal.
• Maintain individual productivity and quality standards set 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.

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, Fed Ex, 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