GENERAL DESCRIPTION, PRIMARY RESPONSIBILITIES, JOB DUTIES
Customer Support
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Respond to customer requests for returns & credits via email and phone.
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Process returns and credit requests, including order entry for replacements.
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Check stock availability, track order and delivery status, and other necessary data.
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Communicate with vendors, warehouse team, and Accounts Payable as necessary to process returns.
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Follow appropriate procedures when determining if material will be returned to factory, warehouse, or scrapped in field.
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Partner with suppliers to process direct returns to factory.
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Issue credits as outlined by Banner internal procedures.
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Create positive customer experiences through email, phone, and written communications.
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Utilize required systems including P21 and Salesforce to process returns & credits, maintain accurate records, and respond to customer inquiries.
Inter-Departmental Communication
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Work closely with the Contact Center teams to complete customer credit & return requests, generate replacement orders, and provide order status information
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Communicate with other departments within Banner as needed to answer questions and resolve customer issues.
QUALIFICATIONS REQUIRED SKILLS, EDUCATION, CERTIFICATIONS, LICENSES
Qualifications
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High School diploma or GED required
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Associate degree or bachelor’s degree preferred
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3-5 years’ experience in customer service, preferably in the distribution industry
Competencies/Skills
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Customer Focus: Ability to build strong customer relationships, deliver customer-centric solutions, and ensure all inquiries are resolved quickly and accurately.
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Interpersonal Skills: Ability to interact, communicate and build relationships with others
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Verbal and written communication skills: Ability to clearly articulate and convey information and ideas in speaking and writing so others will understand
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Empathy: Taking an active interest in the concerns of others through social awareness and relationship management and ensuring customer needs are met
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Professionalism: Professional and pleasant speaking and writing manner via telephone, email and in person, basic business acumen and urgency in resolving customer issues
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Technical Learning Capability: Proficient with or the ability to quickly learn an array of computer hardware and software.