Customer Returns Specialist

Overview:

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and care time, but also Wellness and Volunteer Time Off days. 

Working under direct supervision of the Manager, Customer Returns, the Customer Service Specialist facilitates and nurtures the partnership between Connection and its suppliers and vendors by detecting, addressing and solving complex issues affecting business relationships and/or clients’ experience. In addition, the Customer Returns Specialist provides the Customer Returns Team with further assistance in the form of training and project-based activity. This role requires minimum supervision while making independent business decisions that could retain clients, limit company exposure, save money or bring more revenue to the company.

Responsibilities: •Manages the end-to-end return merchandise authorization (RMA) process within established SLAs:

• Requires investigation, analysis, evaluation of alternatives and selection ofthe best course of action to fulfill customers’ needs.
• Validates and creates Return Merchandise Authorizations (RMA’s) for return requests matching the established criteria.
• Obtains pre-authorization RMAs from our Suppliers and/or vendors
• Creates customer return labels, instructions and pickup call-tags; coordinates LTL/freight pickups if needed.
• Handles shipment errors.
• Obtains Supplier credit memos to facilitate customer credits for virtual and direct returns
• Works with Account Managers, Sales Management, Buyers and Suppliers to mitigate risk for Connection around customer returns.
• Validates and creates Return Authorizations (RMAs) for specialized Vendors or complex circumstances, such as international orders and bill-and-hold orders
• Requests and negotiates return requests exceptions with suppliers and/or vendors on behalf of Connection.
• Research and validate unauthorized returns received in Wilmington
• Takes all cases that may be too complex for the Customer Return Associate(s) to facilitate

 •Attends individual and group training as available to increase knowledge and productivity; attends and participates in formal departmental meetings. •Implements and manages engagement plans with suppliers if these are needed. •Documents special processes related to suppliers and vendors if needed, ensuring the documentation is updated in a timely manner. •Performs all other duties or special projects as assigned. Min: USD $20.43/Hr. Max: USD $25.91/Hr. Qualifications: •Intermediate knowledge of Microsoft Office Suite with the ability to create complex spreadsheets in Excel, using formulas, including v-lookup, and pivot tables. •A command of E1 keying procedures as well as the use of related sales tools •Ability to use Vendor Partners’ web portals as well as the Connection internal product availability tools. •Customer-oriented, with ability to listen to and anticipate needs of the customer •Intermediate understanding of supply-chain logic, processes, and the goals they support. •Superior conflict resolution and negotiation skills with ability to ensure best possible agreements and service to internal and external customers •Adaptable with ability to switch tasks based on shifting priorities •Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy •Judgment with ability to formulate opinions, compare and decide with good sense •Articulate with ability to express oneself clearly and professionally in written and oral communication to suppliers, vendors, and internal and external customers •Good listening skills with ability to receive information completely and understand what is being said •Good social skills with ability to build professional relationships with internal Connection departments and our external Vendor and Distribution partners •Good analytical and problem-solving skills with ability to identify and prevent errors or delays