Returns Processing Specialist

JOB REQUIREMENTS:

Essential Duties and Responsibilities Receiving and Documentation

• Unbox and organize returned components according to program documentation requirements.
• Log Return Merchandise Authorizations (RMAs) in the Reusable Component Log.
• Verify proper labels and/or paperwork based on program requirements.
• Scan IMEI numbers, Return Order IDs, and UClass Reference numbers for tracking purposes.
• Prepare shipments for Apple, Samsung, and Reconext components, including packing, weighing, and printing shipping labels.
• Review Samsung/Apple component return reports, provide feedback, and dispute discrepancies when necessary.

• Communicate program procedures, requirements, and training materials to stores, franchise owners, and field team members via phone and email.
• Send reminders to stores that have not shipped RMAs within specified time frames.
• Create training content to assist stores in meeting program requirements.
• Conduct training sessions on RMA processes and requirements.
• Manage the Device Repair Program Support inbox and respond to store questions about invoice chargebacks.
• Review Samsung SCAR reports and identify items for resolution.

• Monitor and respond to program emails, including label requests, exceptions, and no-charge-back updates.
• Track and report accurate metrics on received components for monthly ARO presentations.
• Utilize ticketing systems to assist stores with correct shipment processes.
• Work cross-functionally with other departments to address program-related requests.

• Perform daily warehouse functions as needed based on business demand.
• Support continuous improvement efforts by providing feedback on processes and task efficiency.
• Maintain clean, safe, and organized work areas.
• Participate in safety training and ensure proper use of required personal protective equipment (PPE).
• Use hand trucks, hoists, conveyors, and other handling equipment to move material around the warehouse per the Standard Operating Procedures (SOPs).
• Inspect incoming materials for accuracy and damage; report discrepancies to appropriate personnel.
• Unpack, sort, and organize received merchandise.
• Use electronic scanning devices to track and maintain inventory records.
• Pack and crate items for shipment per standard packing procedures.
• Stage and prepare complete orders for shipment.
• Scan, verify, and document outbound shipments to ensure order accuracy and completeness.
• Support loading of trucks and outbound shipping activities as needed.

This job description is intended to outline the general nature and key responsibilities of the role. It is not intended to be an exhaustive list of all duties, responsibilities may evolve or change over time based on business needs, without advance notice.

and responsibilities may evolve or change over time based on business needs, without advance notice.

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience required; prior experience in electronics or device repair preferred.
• Strong technical aptitude with the ability to quickly learn new processes and technologies.
• Effective problem-solving skills, including sound judgment in routine and non-routine situations.
• Excellent organizational skills with the ability to work independently on regular duties and upscale when appropriate.
• Strong customer service and relationship-building skills with professionalism and tact.
• Attention to detail with the ability to manage multiple priorities, follow through, and meet deadlines.
• Proficiency with Google Workspace (Docs, Sheets, Gmail, etc.).
• Strong written and verbal communication skills, including Presentation Skills.

Regularly required to stand, walk, sit, use hands to handle or touch, and talk or hear. Close vision is required for handling small components. Occasionally required to lift up to 20 pounds. Occasional use of simple hand tools and magnifying equipment. Regular use of a computer, phone, copier, and other standard office equipment. Occasional handling of electronic products requires the use of safety glasses.

Reasonable accommodations, if necessary and/or as required by law, will be made available. The physical demands required to perform the essential responsibilities of this position are as follows.