ECommerce Online Returns Specialist - Rural King - Mattoon, Illinois, at Rural Ki

eCommerce Online Returns Specialist - Rural King - Mattoon, Illinois, United States job at Rural King. Mattoon, IL.

Rural King is America’s Farm and Home Store, providing essentials to the communities we serve. With a wide array of necessities ranging from food and feed to farm and home products, Rural King serves over 130 locations across 13 states and is constantly expanding. Our annual sales exceed $2.5 Billion, and our heart beats in Mattoon, IL, home to our corporate office, distribution center, and flagship store.

One thing our customers appreciate is our unique shopping experience, complete with complimentary popcorn and coffee. It's just one way we show our appreciation for their support.

At Rural King, we value our associates and strive to create a positive, rewarding workplace. We offer growth opportunities, competitive benefits, and a people-first environment where dedicated individuals come together to serve rural communities passionately. Join us, and you'll find not just a job but a chance to grow professionally, contribute meaningfully, and make a difference in the lives of those we serve.

• 401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2%
• Healthcare plans to support your needs
• Virtual doctor visits
• Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program
• 15% Associate Discount
• Dave Ramsey’s Smart Dollar Program
• Associate Assistance Program
• RK Cares Associate Hardship Program
• 24/7 Chaplaincy Services
• Company paid YMCA Family Membership

As a Returns Specialist you will be responsible for managing the returns process for products purchased online. You will ensure returns are processed quickly and in accordance with our policies, while providing top-notch customer service to ensure a positive experience for our customers.

• Streamline and oversee all aspects of the customer returns process, including managing return requests, issuing authorizations, and processing return shipments, while fostering collaboration and driving continuous improvement.
• Design, build, and implement a new online return process utilizing industry best practices.
• Administer and continuously improve the process to provide timely updates to customers regarding the status of their return and any associated refunds or replacements.
• Ensure that all returned products adhere to the company’s return policies, including timelines and conditions for acceptable returns.
• Oversee refunds process, exchanges, or store credits based on company policy and customer preferences.
• Own the development and refinement of return procedures to improve efficiency and reduce costs.
• Collaborate with cross functional teams to develop the future online return experience.
• Ensure proper process is in place to partner with the DC teams to verify returned items and assess for resale, refurbishing, or disposal.
• Communicate any recurring issues with returns to the appropriate teams to improve product quality or customer satisfaction.
• Collaborate with customer service and other departments to identify trends or issues in the returns process and recommend improvements.
• Stay abreast of market trends regarding online returns and beyond.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Demonstrate behaviors that exemplify Rural King’s Values:
  People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Use discretion and independent judgment in daily decisions while maintaining a high level of confidentiality and professionalism.
• Perform other duties as assigned.

No

• At least 3 years of eCommerce experience or equivalent combination of experience and education.
• Proficient in Microsoft Office Suite or similar software,…