Job Description:
The Green Roads B2B Operations Coordinator ’s primary role is to support the Sales Department in all matters related to B2B RMA’s (Return Merchandise Authorization’s) and Shipping inquiries such as tracking, address changes/updates, filing B2B Claims, liaising between Shipping, Accounting and Customer Service Teams as they relate to the RMA process, etc. The ideal candidate will be self-starter, flexible and capable of adapting to a changing work environment.
- Creates Return Merchandise Authorization (RMA) request forms ensuring integrity and accuracy.
- Receive, review, process, control, and track RMA documents.
- Facilitate thorough, rapid resolution of all inquiries/problems and keeps all involved parties informed of progress.
- Acquire and maintain a thorough knowledge of all products and services related to RMA.
- Process, categorize, and answer emails and telephone calls, providing customer service excellence.
- Communicate status and schedule of returned merchandise to appropriate Sales Advisor.
- Research and manage all open, outstanding, un-returned RMA’s (notify manager when appropriate and help to determine next steps).
- Support process improvement and work with appropriate departments to help pinpoint trends and track resolutions.
- Create, update, and maintain reports as needed.
- Investigate and dispute FedEx Claims that are submitted and denied.
- Maintain a balance between company ethics and customer benefit in decision making. Handles issues in the best interest of both the customer and the company.
- Performs other duties and special projects as assigned. When there is downtime the person in this role will assist the Shipping Department as is relates to B2B.
- Associate Degree in business or related field; Bachelor's Degree preferred.
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Job Requirements:
1-3 years’ experience in a Customer Service type role.
- Ability to gather, organize, and analyze information regarding payments, returns, credits, and discrepancies.
- Physically able to lift to 30lbs or more and sit/stand for extended periods of time.
- Detail oriented in completing routine and repetitive work.
- Ability to work under pressure and meet strict deadlines with minimal supervision.
- Able to keep calm and composed under pressure.
- Excellent written and communication skills.
- Must have professional and courteous presence in phone, email, and ticket support.
- Must be able to handle high stress and busy environment.
- Demonstrated integrity and ethical standards.
- Manages time effectively and adapts quickly to changing priorities.
- Proficiency in Microsoft Outlook, Word, and Excel.
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