Job description

Responsible for the management and execution of evaluating returns requests along with processing accurate and timely equipment returns using guidelines established by the BUNN Returns Policy.

DUTIES AND RESPONSIBILITIES

• Review, research, and makes decisions regarding global commercial returns requests.
• Issue return authorizations according to the BUNN returns policy where applicable.
• Document all backup support for return authorization decisions.
• Ensures that proper restocking and freight charges are assessed appropriately per policy.
• Document cases in Salesforce.
• Communicate with customers in a professional manner to resolve issues related to the Return Authorization process.
• Contact customers who return merchandise without Returns Authorization (RA) and if appropriate, instruct them on returns policy and arrange return shipment to customer on freight collect basis.
• Reject open returns authorization after 60 days from being issued.
• Communicate daily with internal and external customers at all levels regarding returns status and activity.
• Effectively communicate, both verbally and in writing, with team members at all levels within the organization.
• Assist and/or train other department personnel in completing RA’s.
• Monitor areas of concern on an ongoing basis and follows up with the teams responsible.
• Suggest updates to the BUNN returns policy and RA process when applicable.
• Maintain financial security by adhering to internal accounting controls.
• Discrete in maintaining confidential information.
• Handle multiple assignments and project load.
• Participate in the company quality improvement and lean processes.
• Perform special projects, assignments, or other duties as requested.

QUALIFICATIONS

Associates degree with a focus in Business or related field or equivalent, relevant experience required. Experience with SAP and/or Salesforce is a plus. Minimum three to five years’ experience in in customer service and/or a manufacturing environment is preferred.

Other requirements include professional written and verbal communications skills; confident decision-making, active listening; the ability to research and analyze as a manner of problem solving; ability to handle simultaneous requests; ability to effectively work cross-functionally, independently, and with strong collaboration skills; detail oriented with the ability to rapidly learn and communicate new process recommendations and technologies; ability to identify issues/opportunities and recommend solutions; committed; accountable; proficiency in Microsoft Office software, specifically Outlook, Word, and Excel; well-organized; ability to remain calm, set priorities, manage time effectively; complete work on time and within budget; well-developed interpersonal skills.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Springfield, IL 62711: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• SAP: 1 year (Preferred)
• Customer service: 5 years (Preferred)

Work Location: In person

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