Returns Specialist
CurrentThe Returns Specialist is an extension of the Customer Service team. I am responsible for handling all order management, customer communication, and reporting when a customer engages in the refund/return request process. I ensure timely handling of the customer's request and work closely with the Operations teams to maintain an efficient, effective process.Primary Duties & Responsibilities:- Handles communication with customers engaging in a refund/return request and ensures the customer understands the process and the timeline- Documents all actions, recovers feedback from the customer to better understand the reason for the request. The reason codes will support reporting and will work alongside initiatives of the Customer Experience teams- Work with and alert the Quality team to any Adverse Events or products that are being returned for examination, ensuring proper documentation for tracking and reporting-Identify trends and notify quality/product concerns to Quality- Work directly with the Payment & Billing Specialist regarding suspect orders that are returned for fraud and take the appropriate action- Utilize individual order documentation to report on return reasons, and identify trends/concerns. Provide reports to the Director of Customer Service and work together to identify areas of opportunity or improvements and loop key stakeholders in- Observe the returns and refund process to identify improvements on an ongoing basis and provide suggestions and/or solutions to the Director of Customer Service and Customer Experience Coordinator/Manager- Work alongside the Customer Service Shift Supervisor to provide training assistance regarding refunds and returns during the on-boarding process for new team members, as well as on-going on the job training- Primary owner of FedEx Returns Manager software to ensure account and product catalog are up to date. Provides training to all Customer Service team members and stays knowledgable on changes
