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Return Goods Specialist

Castle Rock, CO

REPORTS TO: Quality Department Manager
DEPARTMENT: Quality
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Position Summary

Processes product for return, files Customer disputes, enters Customer account credits, invoices overages, and record keeping.

POSITION RESPONSIBILITIES:

    • Process returned goods documents; considering part accuracy, product price, freight responsibility, and closure of return.
    • Communicates re-shipment needs in detail.
    • Initiates QC containment; non-conforming and wrong product shipped; escalating major issues to direct Manager.
    • Communicates possible freight claim issues with accurate recordkeeping.
    • Manages internal adjustments to automatic invoicing related to reshipped product.
    • Maintains database; including accurate record keeping for issue type and associated loss.
    • Works closely with the Sales Team to properly process material return requests.
    • Customer communication; email correspondence with light phone calls.
    • Processes credit memos per contractual terms, Vendor compliance fees, promotional pricing discounts, shortage claims, and Sales Team agreements.
    • Works closely with the Accounting Department to accurately process adjustments to Customer accounts.
    • Heavy investigation into Customer claims and filing of disputes according to customer requirements
    • Accurately reports current dispute metrics, by Customer, at the CQA Team meetings.
    • Manager assigned tasks/projects.

     

    KNOWLEDGE:

    • Working knowledge of basic accounting.
    • General knowledge of process flow; order entry to delivery.
    • Working knowledge of Windows and Microsoft Outlook, Word, and Excel
    • RMA experience preferred
    • Claims and disputes experience preferred

     

    SKILLS:

    • Exceptional Organization
    • Ability to prioritize workload
    • Detail oriented, repetitive focus, and recall abilities
    • Innate critical thinking
    • Assimilate information and make decisions based on research and/or data
    • Effective interaction with Customers; professionalism and grammatical correspondence
    • Ability to establish and maintain effective work relationships with Team Members
    • Detailed record keeping
    • Demonstrates effective oral and written communication skills
    • Ability to handle difficult situations with diplomacy
    • Ability to maintain confidentiality

     

    EDUCATION:

    • High school diploma and 2 years of related training or work experience
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