Position Summary:
Works closely with ProAV external customers and internal employees to facilitate the product returns, credit and claims process. This position plays a key role in providing the highest level of customer service and easing the returns process.
What you will do in this role:
- Talk on the phone with customers and the manufacturers regarding returns for credits, DOAs / warranty exchanges.
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Manage incoming emails from our manufacturers, Inside Sales Team and Sales Reps.- Work closely with manufacturers to obtain an RMA (Return Merchandise Authorizations).
- Negotiate with manufacturers on call tags, waiving restocking fees, etc.
- Resolve difficult issues i.e. miss/lost/damage with our internal warehouses, manufactures and our shipping carriers.
- Perform other related duties as assigned or requested.
- Work with other departments within the company.
- Follow up with our customers, manufacturers, Inside Sales Team and Sales Reps on a daily bases.
- Responsible for maintaining monthly DOA (SPELL OUT) reports.
- Process return of products due to damage, defect or remorse for sales.
- Manage and coordinate shared email inbox of returns request from 22 inside sales people.
- Validate claims to ensure accuracy.
- Compile necessary information needed to submit claims to manufacturers such as pictures and shipping information.
- Issue credit to customers for returned goods.
- Process call tags to return product(s) back to the manufacturers or to our warehouses.
- Act as key point of contact for customers and sales on open return issues.
- Relay information clearly and efficiently to customers regarding status of return.
- Actively work with sales and customers to provide excellent customer service and build rapport.
- Communicate with our warehouses and the manufacturers to ensure the return of the product and to credit our customers back.
M81319
What we look for in a candidate:
- Associates degree and/or relevant work experience.
- Systems Experience: Working knowledge of MS office, with proficiency with Excel spreadsheetsdata entry and manipulation.
- Able to think outside the box and find solutions to help the customer while keeping profitability in mind
- Must be extremely organized, have attention to detail and be able to manage multiple open returns at a time
- Customer service orientation with strong oral/written communication and interpersonal skills.
- Team orientation and ability to support others during high volume or shifting priorities
Additional skills, knowledge, and abilities:
LANGUAGE SKILLS:
- Ability to read and comprehend instructions, short correspondence, memos and technical information. Ability to effectively present information in one-on-one and small group situations.
REASONING ABILITY:
- Apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with frequent changes and realignment of priorities. Ability to problem solve independently.
PHYSICAL DEMANDS:
- The majority of each day is spent seated working at a computer and by phone. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision and color vision.
Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
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