Job Description

 
 

Job Title:        CSR Returns and Warranty
Department:  Sales Operations
Reports to:     Customer Service Manager
Location:        Canada
 
General Overview:  Main function is to professionally handle Product and Warranty Returns. You will be responsible to process orders and communicate detailed product information to customers. Additionally, you will take phone orders, anticipate product availability, answer customer inquiries, and troubleshoot issues.  Must be able to resolve problem orders. This position will provide retail support such as invoicing, price and UPC ticketing, and/or entering orders as required.  Must be detail oriented and experienced with Excel and Word and E1-JDE. Other duties as required.
 

Duties & Responsibilities:

·Review, analyze and resolve all incoming warranty requests with either suitable product replacements and/or credits as determined. Knowledgeability in product lines will be an asset.

·Answers incoming phone calls and processes orders.

• Resolves general and technical product questions.
• Communicates professionally to troubleshoots customer service issues.

·Ensures orders are shipped based on the request date, and tracks shipments as necessary.  

• Process new return labels and check returns status for customers.
• Follows up on back orders or delinquent orders and other inquiries.
• Provides detailed shipping quotes and time frames.  
• Serve as a liaison for finding and expediting picking tickets to meet customer expectations.
• Checks stock inventory as requested.
• Prepares proper documentation and shipping instructions.
• Attends Yearly Sales Meeting.
• Other duties as required.

 
Knowledge, Skills and Abilities:

• Excellent alpha and numeric data entry skills
• Strong verbal communication skills
• High level of professionalism and positive people-interface skills.
• Excellent organizational skills with strong attention to detail
• Strong ability to multi-task
• Proficient with Microsoft Office software, Word, Excel, Power Point
• Ability to work in multiple admin programs and screens at once.
• Proficient with E1-JDE and COGNOS a plus
• Minimum 2 years prior customer service experience preferred.

 
 
LANGUAGE SKILLS
 
Ability to read and interpret documents such as reports and correspondence.  Strong ability to speak effectively before customers or employees of organizations.  Must have proven excellent written presentation and verbal communication skills. 
 
  
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, walk and use hands regularly. The employee is frequently required to reach with hands and arms.  The employee is regularly required to stand and walk. 
 
 
Working Conditions:  General office working conditions.
 
Safety Hazards:  Minimal
 
This job description does not list all the duties of the job.  Position may be required to perform other duties as needed.