Customer Order RMA Representatives

Summary Processes orders for merchandise received by mail, fax or computer system by performing the following duties.

Essential Duties and Responsibilities includes the following. Other duties may be assigned.

Contacts outside Sales Representatives and Sales Managers to receive information to questions pertaining to orders and/or customer programs/profiles.

Submits weekly order reports to the department Manager.

Provides Customer Service to incoming callers and emails with regards to the company, products and orders.

Verifies and enters all data from orders into computer. Determines total cost for customer.

Tracks orders using the UPS website and follows up with freight carriers.

Processes customer returns and replacements, dealing directly with vendors to obtain authorizations, troubleshooting with customer, creating and editing purchase orders when needed.

Prints and verifies all orders for accuracy before releasing hold into the warehouse system.

Receives freight quotes for customer and or future shipments for purchase orders.

Verifies order against printed sales order from the computer system before matching paperwork.

Reviews, secures approval and enters RMA's.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

Customer Service - Responds promptly to customer needs.

Professionalism - Follows through on commitments.

Attendance/Punctuality - Is consistently at work and on time.

Dependability - Follows instructions, responds to management direction, consistent and accurate maintenance of records and information and practices effective time management.

Quality - Demonstrates accuracy and thoroughness.

Quantity - Meets productivity standards.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); and one or two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations

Other Skills and Abilities

Other Qualifications

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Schedule: Monday-Friday: 7:00am-3:30pm or 8:00am-4:30pm, with a 45 minute meal period.