Returns Representative

$47,840 - $49,920/Yr

Visual Comfort & Co. - Houston, TX

Full-time - Entry Level

Houston, TX

Professional, Scientific, and Technical Services

About the position

The Returns Representative at Visual Comfort & Co. is responsible for delivering exceptional customer support and managing the Returns Merchandise Authorization process. This role involves handling customer inquiries, processing returns, and ensuring customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Manage Return Merchandise Authorization process from claim submission to resolution.
• Create, manage, and process replacement orders for returns.
• Identify, generate, and manage freight claims with distribution carriers.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Determine customer requirements and expectations to recommend specific products and solutions.
• Recommend alternate products based on cost, availability, or specifications.
• Accurately process customer transactions including orders, quotes, or returns.
• Provide accurate information regarding availability of in-stock items.
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
• Identify trends in customer satisfaction or dissatisfaction.
• Manage time effectively, meet personal goals and work effectively with other members of the distribution team.
• Manage bin for packages returned without authorization.
• Notify customers of denied returned merchandise.
• Manage reshipping packages to customers.

Requirements

• High School Diploma or GED is required.
• Bachelor's Degree in a business-related field preferred.
• 2+ years' experience in a call center is preferred.
• Manufacturing/Distribution environment preferred.
• SAP or NetSuite experience preferred.
• CX experience preferred.
• Outstanding customer relations skills.
• Ability to prioritize and complete tasks efficiently.
• Meticulous attention to details; commitment to producing quality product.
• Excellent oral and written communication skills.
• Ability to work in a fast-paced environment.
• Ability to interact and communicate with individuals at all levels of the organization.
• Works well in a team environment.

Benefits

• Disability insurance
• Paid time off
• 401(k) matching
• Life insurance
• Team Member discounts on Visual Comfort Products
• Closed on all major holidays