Customer Service Representative-Shipping Liaison

JOB DESCRIPTION CUSTOMER SERVICE SHIPPING LIAISON DUTIES AND RESPONSIBILITIES

Process any incoming return to sender shipments by creating and completing RMAs. Responsible for arranging, processing, and documenting all returning merchandise. Reach out to recipients to resolve issues. Communicate with internal departments such as accounting, and warehouse as needed. Log shipment information to recognize and control trends. Responsible for submitting claims, rerouting shipments, and assisting with shipping documents and questions Remain organized and efficient while continually assisting customer service with phone calls and digital inquiries. Check email, voicemail, and help desk for customer communications regarding lost or mislabeled shipments and unreceived merchandise. Assist customer service with shipping inquiries and claims via phone, email, etc. File claims with shipping providers and communicate with the accounting department to notify them of claim checks and account credits. Process any incoming returning shipments by evaluating items and completing RMAs. Set up any incoming Return Merchandise Authorizations (RMA) for customers noting the order, item, and defects if applicable as well as the preferred outcome whether it be a refund or replacement. Log refunds or create replacement orders. Notify customers with updated RMA status and confirmation of replacement/refund. Maintain open communication with shipping account representatives to ensure the best rates and discounts are provided as well as insights to future shipping trends or issues. Remain up to date with our current shipping contracts, possess understanding of general shipping documents and when they are needed. Remain up to date with return policy and shipping policy.

SKILLS AND QUALIFICATIONS

Computer/Internet (minimum of one-year experience) Knowledge Google workspace, including email, calendar, and Google docs (minimum of one-year experience) Knowledge E-commerce and online store environment (minimum of one-year experience) Team player and self-starter, able to work independently Able to prioritize and multi-task Excellent communication skills Able to follow direction and stay on task Honest, trustworthy, and reliable

PHYSICAL REQUIREMENTS

Able to lift up to 20 lbs. Able to sit and/or stand for extended periods of time. Work Experience Requirements Ability to communicate effectively and respectfully with others. General understanding of reporting and evaluating information. Organization skills that enable time management and ability to multitask. Ability to work without close supervision. Experience with Windows 10 and Microsoft Office. Background knowledge of shipping carriers and e-commerce business practices (not required). Physical Requirements Standing, walking, bending - 100% Repetitive shoulder and hand movements and repetitive lifting (under 20 lbs.) Some lifting (up to 30lbs.) regularly, 50lbs. occasionally and carrying (up to 20lbs for at least 50 yards) Ability to sit, stand and walk, or be stationary while standing for extended periods of time. Educational Requirements Written and verbal communication skills. Team oriented and goal motivated. Willingness to cross train and learn other secondary job duties to assist when needed. Ability to adapt to sudden changes, updated policies, and new programs.

Job Type:

Full-time Pay:

$16.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

Work Location:

In person