SUMMARY:

The Returns Specialist is responsible for the daily activities of all company returns. This individual is responsible for processing return requests from customers and to vendors across the country. They research and resolve returns issues to ensure customer retention and satisfaction. Responsible for adherence to policies and procedures including meeting operational standards, improving quality service and accomplishing organizational goals. They also have responsibility for running reports necessary to ensure that customer's expectations are being met.  

As a member of the purchasing department, this individual will also be cross-trained to support buying functions including analyzing and purchasing to best service customers. Selects the most appropriate products based on incoming sales, stocking levels and regional needs. Develop the best buying strategies for DGI Supply while maintaining consistent quality and managing costs.  

DUTIES AND RESPONSIBILITIES:

• Provides daily communication and builds relationships with peers, customers and vendors regarding returns to ensure they are processed in a timely, efficient and accurate manner

• Effectively manage work hours and demonstrate strong organizational skills

• Understands the terms and conditions for warranty, non-warranty and special customer agreements 

• Communicate with Customer Service Representatives, Account Managers, Warehouse Associates and Inside Sales Representatives regularly regarding returns and goods received

• Handle/resolve escalated or problematic return requests

• Collaborate with sales, operations, product management, and finance to solve issues and improve customer service

• Continually evaluate of processes and procedures; responsible for suggesting methods to improve our operations, efficiency and service to both internal and external customers

• Monitors and reviews returns volume, timely communication and issuance to the customer of Return Goods Authorization (RGA) and credits 

• Works with Accounts Payable on applying vendor credits to DGI and research credits received from vendors without an RGA

• Assists in the identification of cost reduction measures and process improvement opportunities in all aspects of the returns process

• Contributes to the development of and adheres to policies, procedures, regulations and laws that support company and departmental standards, procedures and strategic directives

• Other duties as assigned 

• Reports to the Procurement Manager 

SKILLS AND EXPERIENCE REQUIRED:

ENGLISH 100%

• 3+ years of related purchasing experience a plus

• Bachelor's Degree from an accredited college or university or certification equivalency preferred

• Strong problem solving, analytical thinking, planning, prioritization and execution skills

• Strong interpersonal and communication (verbal and written) skills

• Self-starter and self-disciplined; sound judgment and shrewd decision-making skills

• Ability to work independently or as part of a team, changing gears when required

• Strong organizational skills and the ability to multi-task

• Excellent computer skills: Internet Research and intermediate to advanced MS office (Word, Outlook, Excel) and data entry is required

• Work under pressure of deadlines while maintaining a professional attitude and calm demeanor

• Accuracy and attention to detail required

• Ability to work with little or no supervision

• Strong customer service focus

• Passionate, Adaptable, Customer Focused and Teamwork oriented

• Strong sense of urgency and accountability

• Ability to lift boxes up to 25 pounds and on occasion work in the warehouse