Customer Support Returns Specialist

Customer Support Returns Specialist 

Overview of the Position:
This position is a specialized role responsible for handling an array of customer-facing duties such as complex orders for replacement equipment that come in via escalations, phone calls, web, or email. The role specializes in the complete process related to the return of equipment, related credits, and/or invoice resolution. This position is very process driven and has a direct influence on the refinement of the process for timely customer satisfaction and the protection of company assets. Must have excellent customer service standards to maintain high customer satisfaction with franchisees and suppliers.

Hybrid Position: 3 days in the office, 2 days remote
Excellent Benefits: Retirement, Vacation, Medical, Dental, Holidays, Floating Holidays, Free Lunch on Wednesday, and much more. 

Essential Functions:
•  Process Orders for Equipment Returns
   o Enter orders accurately, communicating to suppliers to ensure equipment is returned to original destination
   o Respond to communications in returns workflow to ensure customer and vendors are satisfied with request /
     resolution. 
  o  Resolve and engage with billing department to ensure there are no billing issues outstanding.

•  Appropriately initiate and respond to calls and/or emails.
   o Process returns, respond to return status, and/or invoice issues as a result the returns process. 
   o Reach out to suppliers to resolve tracking discrepancies or other product issues. 
   o Maintain appropriate communication with and updates to the franchise partner.

•  Utilize tools, reports, and processes to perform job effectively. 
   o Utilize reports and dashboards to monitor customer returns 
   o Employ tools and resources to provide customer shipping and status information. 
   o Build and maintain proficiency in the use of NetSuite, SharePoint, and Knowledge Management Systems.

•  Ensure customer service measures are met.
   o Provide support to resolve customer escalations and/or supplier issues and communicating resolutions clearly
     and professionally 
   o Demonstrate expert level knowledge of the returns process, including an understanding of shipping as it 
     relates to parcel and LTL freight.
   o Provide support to other customer support team members. 

•  Serves as a subject matter expert for the other customer support representatives for assistance (in person, via
   chat, phone call, etc.) as it relates to returns
•  Serve as an active participant and leader in any external or internal calls as needed
•  Pursues on-going personal and professional development.
•  Maintains ongoing knowledge of Uber, UPS and LTL shipping trends
•  Assumes other duties as assigned.

World Class with Class – Our Values
Candidate will promote and champion the RSCS World Class with Class Values (WC2) by acting with integrity, delivering breakthrough results, being transparent and collaborate, recognize, and celebrate, being humble and respectful, serve our members and pursue growth and lifelong learning.

Required Education, Experience, and Skills:

•  Bachelor’s degree required. 
•  Minimum of 2-3 years of returns experience
•  Logistics experience is a plus
•  Seeking strong order entry skills and the ability to use multiple systems to support a diverse portfolio of 
   work. 
•  Strong interpersonal, communication, leadership and organizational skills
•  High ability to multitask under tight deadlines.
•  Excellent written and verbal skills.
•  Strong computer skills in Word, Excel, Microsoft Teams, and Outlook required
•  Prefer experience with restaurant equipment.
•  Prefer experience supporting field/construction/development projects.
•  Netsuite experience preferred 

 

 

Manages supply chain operations for Yum! Brands restaurant chains.