Returns Coordinator

Master Co.,Ltd-posted 9 months ago
Full-time • Entry Level
Phoenix, AZ
Professional, Scientific, and Technical Services
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To be a family that uses our collective superpowers to do significant good. Are you ready to take your career to the next level? Master Electronics is thrilled to announce an incredible opportunity for a Returns Coordinator in the vibrant city of Phoenix, AZ! As our Returns Coordinator you'll manage customer part returns, uncover root causes, and elevate our processes. You'll collaborate closely with various internal departments providing vital support and insights that keep us ahead of the game. We're seeking a high performer with a knack for elevating customer experiences and shaking up the status quo! At Master Electronics authenticity and inclusivity aren't just buzzwords; they're our superpowers. Get ready to make an impact and transform the way we do business! Pay Range: $19/hour, DOE.

  • Process customer return requests via Freshdesk and Zendesk, ensuring timely and accurate handling
  • Submit requests to the return operations team for efficient stock management
  • Work with the internal logistics team to submit claims as needed
  • Assess and determine the best disposition for products (Return, Scrap, or Credit)
  • Identify products under warranty for supplier returns
  • Request returns, replacements, and repairs to suppliers
  • Follow through on all entered supplier warranty claims until there is a resolution
  • Using discretionary judgment when choosing to scrap, stock rotate or return product that is non-conforming
  • Process credit reversals, rma updates and any communication necessary to customer
  • Handle order cancellation requests efficiently
  • Read and interpret product data sheets to make informed decisions
  • Review customer photos to diagnose issues
  • Issue credit memos and process billing memos, as necessary
  • Ensure all paperwork is updated post-order shipment to meet customer needs
  • Enter orders for replacements as required
  • Follow all exportation rules diligently
  • Communicate with manufacturers for product resolutions and updates
  • Work closely with the sales team and end customers to ensure a seamless experience. Partner with the DC returns team to process ticket updates
  • Other duties as assigned
  • High school diploma or equivalent required
  • Two plus (2+) years of customer service experience
  • Strong problem-solving skills with a focus on identifying root causes
  • Team player who collaborates effectively with others
  • Positive attitude and enthusiasm that contributes to a motivating work atmosphere
  • Ability to work independently while managing tasks efficiently
  • One to Three (1-3) years of experience in warehousing, inventory control, reverse logistics, customer service, or accounts receivable
  • Knowledge of supplier warranty processes, including verification, troubleshooting, authorization, claim submission, and part returns
  • Ability to understand the needs and expectations of diverse customers and stakeholders
  • Strong problem-solving skills with the ability to analyze data and make decisions without getting bogged down
  • Proactive service mindset with commitment to continuous improvement
  • Curious nature and willingness to initiate and accept change
  • Capable of writing clear and professional emails and letters to various stakeholders
  • Above-average verbal communication skills for effective conversations with a range of people
  • Proficiency in Microsoft Office (Word, Excel, Outlook, Visio, PowerPoint)
  • Preferred Bachelor's degree from an accredited institution
  • World-class and affordable insurance plans ensure you and your family stay healthy
  • 401(k) match program where you are vested from day-one
  • Tuition assistance empowers you to further your education and career
  • Access to ComPsych, Healthcare Advocate, Working Advantage Discount Program, and more
  • Paid holidays, PTO accrual, Floating Holiday, and supportive personal and parental leave policies
  • Company-sponsored donation match 3 for 1, Volunteer Time Off (VTO) to give back to the community, and Employee Resource Groups
  • Company-funded and voluntary AD&D Life Insurance for you and your loved ones
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