Job Details
The RMA Customer Service Representative is chiefly responsible for providing the highest quality customer support and account management.
Essential Functions and Responsibilities
Manage Return Merchandise Authorization (RMA) process from claim submission to resolution
Create, manage, and process replacement orders for RMAs
Identify, generate, and manage freight claims with distribution carriers
Generate new and repeat sales by providing product and technical information in a timely manner
Determine customer requirements and expectations in order to recommend specific products and solutions
Recommend alternate products based on cost, availability or specifications
Accurately process customer transactions including orders, quotes or returns
Provide accurate information regarding availability of in-stock items
Obtain accurate information from vendors relating to shipment dates and expected date of delivery
Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint
Identify trends in customer satisfaction or dissatisfaction
Manage time effectively, meet personal goals and work effectively with other members of the distribution team
Other related tasks or duties, as dictated by business needs
Manage bin for packages returned without authorization
Notify customers of denied returned merchandise
Manage reshipping packages to customer
Qualifications
High School Diploma or GED is required
Bachelor s Degree in a business related field preferred
2+ years experience in a call center is preferred
Manufacturing/Distribution environment preferred
SAP or NetSuite experience preferred
CX experience preferred
Outstanding customer relations skills
Ability to prioritize and complete tasks efficiently
Meticulous attention to details; commitment to producing quality product
Excellent oral and written communication skills
Ability to work in a fast-paced environment
Ability to interact and communicate with individuals at all levels of the organization
Works well in a team environment
Work Environment and Physical Demands
The RMA Customer Service Representative role operates in a professional office setting.This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision.
While performing the duties of this job, the employee is not exposed to weather conditions.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Type/ Work Schedule
This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am to 5:00pm. Occasional overtime may be required outside of typical days and hours of work, including Saturday and Sunday.
Travel requirements do not exist for this position.
There are no supervisory responsibilities associated with this role.
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status.