Returns Specialist I

Department: Sales    Hours: 8 AM–4:30 PM    Reports to: Customer Service Supervisor    Status: Hourly/Non-Exempt

About the role

Responsible for processing product returns and related information while supporting departments to meet customer-satisfaction goals.

Requirements

• High School Diploma or GED
• Effectively communicate with team members
• Accurately follow written and verbal directions
• Maintain individual productivity and quality standards as set
• 1–2 years of prior returns or similar experience
• Thorough understanding of Microsoft Office
• Knowledge and ability to operate inventory-control and related computer software

Responsibilities

• Meet and be proficient in all Customer Service Representative Level I job requirements
• Master all RMA functions in P21 (RMA, NORETURN RMA, REPLACEMENT ORDER)
• Properly identify the RMA class on every RMA request processed
• Assist in answering emails sent to the RMA email distribution list
• Assist in answering internal calls routed to the RMA phone group
• Correctly assign and process RMA Tracker requests
• Run the ‘Open RMA’ report monthly and cancel any unnecessary open RMA requests
• Identify item return trends and item defectiveness
• Participate in RMA Beta testing for P21
• Perform basic item troubleshooting with customers
• Properly file damage claims with UPS, FedEx, Globaltranz, etc.
• Work under moderate supervision of the Customer Service Supervisor
• Perform other duties as required

Positive performance reviews are required to be eligible for promotion to Return Specialist II.