Customer Service Credit & Returns Rep

Summary of Job Duties: The Customer Service Representative attracts customers by answering product and service questions; suggesting information about other products and services. Process return orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Specific Job Duties:

• Troubleshoot customer order discrepancies and correct as needed.
• Handle customer complaints, identify issues, solve problems and escalate to management when needed.
• Answer order and product specific questions from the sales department, customers and other co-workers.
• Track missing orders and schedule new return orders with customers and shipping companies.
• Maintain accurate records of incoming and outgoing calls with their resolutions.
• Issue Credit Memo’s to customers and set them up to apply to specific documents when requested.
• Contact customers by phone and email to ensure all needed data has been provided.
• Set up and maintain email distribution lists in computer system for automated shipment and invoice notification.
• Verify and update customer information as well as add in new customers into computer system.
• Perform all other tasks as assigned by Threshold Management.

Minimum Qualifications Required:

• At least 6 months recent experience in customer service, call center, sales or a related field
• Previous experience in a job that required extensive phone communication and the ability to quickly extract needed information over the phone while using the computer.
• Previous RMA experience dealing with all aspects of issuing and processing returns and credits
• Experience using multi-phone line system.
• Experience using Microsoft Word, Excel and Access databases
• Previous work experience that involved alpha/numeric filing, basic math and organization
• Strong written and verbal communication skills and the ability to speak, write and read English fluently
• Excellent typing with minimum 40wpm and data entry experience
• Ability to sit and use the computer and telephone for an 8-hour workday

Skills and/or Training Desired:

• Good understanding of the health food industry and products
• Experience working with all common shipping carriers with knowledge of LTL shipments.
• Bilingual English/Spanish