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Customer Service Returns Coordinator

3 months ago

Montreal, Quebec, Canada Quantum Full time

Position: Customer Returns Specialist
Location: Remote
Salary: Up to $55K (based on experience)
Schedule: 40 hours per week in office

Quantum, a prominent distributor of consumer goods for retail networks across Canada, is seeking a Customer Returns Specialist to enhance their dynamic and expanding team.

In this position, you will thrive in a collaborative and supportive environment where communication and teamwork are paramount. The organization prioritizes a nurturing atmosphere that promotes professional development and encourages cooperative efforts.

What We Offer:

  1. Health Benefits: 50% of premiums covered after a 3-month probationary period
  2. Vacation: 3 weeks of paid vacation annually
  3. Personal/Sick Days: 3 paid personal or sick days per year
  4. Employee Discounts: Discounts available on a variety of products

We Would Like to Meet You If You:

  1. Are bilingual to effectively communicate with retailers across Canada
  2. Have a minimum of 2 years of consistent experience in customer service within a consumer product environment
  3. Have experience managing return claims, customer inquiries, and communications via email and phone
  4. Exhibit strong attention to detail, essential for the accurate handling of customer concerns

Main Responsibilities:

  1. Manage Customer Return Requests: Address product return requests received through email and phone.
  2. Apply Return Policies: Comprehend and execute various return policies for different manufacturers, ensuring proper restocking of products and processing of customer credits.
  3. Create Shipping Labels and Schedule Deliveries: Generate shipping labels for returned items and coordinate inbound delivery appointments with carriers.
  4. Coordinate with Retailers for Returns: Engage with retailer members to ascertain the reasons for returns, informing manufacturers to resolve issues. Schedule pickups for products, follow up with customers, confirm pickup details, and update retailers on return statuses.
  5. Generate Return Merchandise Authorizations (RMAs): Create RMAs daily for retailers, particularly for major retailers.
  6. Perform Inventory Checks: Verify inventory in case of discrepancies with customer orders.
  7. Investigate Shipping Issues: Address and resolve issues related to inbound and outbound shipments, following up with carriers to ensure resolution.