Credits and Returns Representative

General Summary:

Primary point of contact for returns, repairs, exchanges, and billing corrections. Resolves questions and problems arising internally, or with the customer & vendors, regarding these materials and processes the related paperwork.

Key Responsibilities:

• Manages all aspects of customer requests for return material and negotiates restocking fees with customers and vendors as necessary.
• Applies terms and conditions of McNaughton McKay Return Guidelines and manufacturer’s return/replacement policies to all Return Material Authorizations issued.
• Quotes and manages orders for defective returns and replacements orders, ensuring customer delivery requirements are met.
• Acts as support team for Services Specialists & all repair business.
• Interfaces with Rockwell SAP system to verify price & availability for repair and exchange material, enter RMA requests, and enter exchange orders.
• Facilitates resolution with the customer and vendor regarding voided warranty claims.
• Researches & resolves damage claims between the customer, carrier, and the vendor.
• Manages processing and tracking of vendor product recalls for inventory items and impacted customer returns.
• Utilizes & negotiates with various internal and external contacts and resources to minimize losses McNaughton-McKay realizes due to customer concessions.
• Validates and processes billing adjustment requests, making sure to address any commission, margin, cost, rebate, and inventory impact.
• Provides expertise, guidance, and support to various departments regarding how to enter non-standard transactions and clean up business system issues.
• Proactively reviews and expedites open repair and exchange orders to meet customer delivery expectations.
• Reviews and follows-up with vendors on outstanding credits due on material returns to insure prompt receipt of credit.
• Reviews all vendor invoices for billable repair and exchange PO’s and resolve any billing issues prior to approving for payment.
• Enters, validates, and captures details regarding internal errors for the quality metrics log.
• Understands and supports the relationship between Sx.e and TWL, ensuring all transactions are processed correctly in both systems.
• Creates, implements and revises work procedures and instructions.
• Follows all safety policies and procedures and completes the provided training.

Knowledge/Skills/Abilities:

• Associate’s degree or a recent pattern of continued education and a minimum of 2 years of customer service experience is required. In lieu of meeting the educational requirement for this position, an additional 2 or more years of relevant customer service experience is required.
• At least 2 years of experience in a customer service role, interacting directly with both internal and external customers.
• Ability to work with minimal supervision: organizing, prioritizing and completing tasks at their own initiative.
• Proven interpersonal communication skills, both written and oral.
• Proven critical thinking, problem solving, decision making, & multi-tasking skills.
• Proficient PC skills with knowledge of MS Office products such as Excel, Word and Access; including the ability to demonstrate typing or keyboard proficiency.

Reporting Relationships:

Reports to: Regional Credit & Returns Supervisor

Direct Reports: None

Working Conditions: Normal office and warehouse environment

EEO/AA/M/F/Vet/Disability Employer

The above statements are intended to describe the essential functions and related requirements of persons assigned to this job. They are not intended as an exhaustive list of all job duties, responsibilities and requirements.