*** CUSTOMER SERVICE 800.525.3536 ***

POSITION RESPONSIBILITIES:

  • Process returned goods documents; considering part accuracy, product price, freight responsibility, and closure of return.
  • Communicates re-shipment needs in detail.
  • Initiates QC containment; non-conforming and wrong product shipped; escalating major issues to direct Manager.
  • Flags and communicates possible freight claim issues.
  • Manages internal adjustments to automatic invoicing related to reshipped product.
  • Maintains database; including accurate record keeping for issue type and associated loss.
  • Works closely with the Sales Team to properly process material return requests.
  • Customer communication; email correspondence with light phone calls.
  • Processes credit memos per contractual terms, Vendor compliance fees, promotional pricing discounts, shortage claims, and Sales Team agreements.
  • Works closely with the Accounting Department to accurately process adjustments to Customer accounts.
  • Customer communication; email correspondence with light phone calls.
  • Processes credit memos per contractual terms, Vendor compliance fees, promotional pricing discounts, shortage claims, and Sales Team agreements.
  • Works closely with the Accounting Department to accurately process adjustments to Customer accounts.
  • Files Customer disputes which are in direct correlation to Vendor Scorecard grades for monthly performance.
  • Accurately reports current dispute metrics, by Customer, at the CQA Team meetings.
  • Manager assigned tasks/projects.


 KNOWLEDGE:

  • Working knowledge of basic accounting.
  • General knowledge of process flow; order entry to delivery.
  • Working knowledge of Windows and Microsoft Outlook, Word, and Excel
  • RMA experience preferred
  • Customer Service experience preferred

SKILLS:

  • Organization
  • Ability to prioritize workload
  • Detail oriented, repetitive focus, and recall abilities
  • Innate critical thinking
  • Assimilate information and make decisions based on research and/or data
  • Effective interaction with Customers; professionalism and grammatical correspondence
  • Ability to establish and maintain effective work relationships with Team Members
  • Detailed record keeping
  • Demonstrates effective oral and written communication skills
  • Ability to handle difficult situations with diplomacy
  • Ability to maintain confidentiality

EDUCATION:

  • High school diploma and 2 years of related training or work experience
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