RMA- Customer Service Rep

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.