Reverse Logistics Customer Representative (Remote)

Job description:

The Reverse Logistics Customer Representative will be responsible for all aspects of resolving and processing products returned to our Distribution Centers through the current and future returns portal. They will handle investigative responsibilities for unknown returns, and facilitate communication between customer and Operations contacts at all steps of the process in a timely and professional manner.

Responsibilities:

• Act as operations main POC (point of contact) for unknown returns
• Contact customers via email to resolve unknown returns
• Maintain credit queue(s) while successfully achieving ideal resolution timeframes
• Issue customer credit via RA completion
• Independently makes decisions on customer return resolution
• Follow up with operations to ensure resolution accuracy and customer satisfaction
• Manage relationships with all necessary teams including but not limited to CS, SOS, Accounting, and Tax
• Evaluate current returns processes and suggest any appropriate improvements to increase efficiency and better the customer experience

Requirements:

• Ambition to learn and grow
• An internal drive to succeed
• Ability to work on a team and independently
• An Entrepreneurial Spirit
• Critical thinking and problem-solving skills
• Excellent verbal and written communication
• Innovative and able to challenge the status quo while using EQ and DiSC communication skills in a professional manner

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• Access to a home router and modem.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• Legal residents of one of the following states: (AK, AL, AR, AZ, DE, FL, GA, IA, ID, IN, KS, KY, MD, ME, MI, MN, MO, MS, NC, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY). H-1B Visa Sponsorship Not Available, W2 only.