Essential Duties and Responsibilities
- Promptly acknowledge and resolve customer and internal office inquiries in a positive, professional manner to ensure customer satisfaction.
- Coordinate with vendors and manufacturers to obtain technical support resolutions for transactional customers.
- Collaborate with transactional customers, internal offices, and vendors/manufacturers to coordinate Return Merchandise Authorizations regarding return for credit, dead/damaged on arrival, warranty exchanges and negotiate potential shipping and restocking fees.
- Resolve issues related to incorrect or lost shipments with vendors and manufacturers.
- Assess customer returned product to determine resale quality.
- Ensure cases/tasks are completed in a timely manner.
- Promptly manage and document returns and exchanges to be a steward of the company’s financial position by processing corrections and working with manufacturers for credits.
- Collaborate with various internal departments and vendors to maintain current vendor contact and technical information.
- Other duties assigned as business needs changes.
Skills and Abilities
- Communicate and interact with customers and internal teams in a professional and timely manner
- Self-starter capable of working independently and ensuring to meet deadlines
- Excellent communication and interpersonal skills, both verbal and written
- Ability to balance multiple tasks with changing priorities
- Excellent structured problem-solving skills
- Demonstrate time management skills with attention to detail
- Ability to exercise solid judgement with sound problem solving and decision making skills.
- Proficiency in Microsoft Office applications (primarily Word, Excel, and Outlook)
Education and/or Experience
- High School Diploma or equivalent is required
- Formal education in Electronics or related field is a plus
- Preferred 1-2 years Customer Service experience
Working Environment
- This position operates in a professional office environment with interactions in a warehouse space. This role involves standard office equipment such as computers, computer accessories, photocopiers, and filing cabinets. The work environment is generally moderate in noise (inter-office conversations and computers/printers). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
- This position regularly requires employees to sit for long periods of time at a desk and operate standard office equipment, i.e., computers, copy machines, printer, etc.
- The ability to lift approximately 25-50lbs.
- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
