The Specialist 1, Global RMA will act as an interface between customers and the Appleton Group Sales organization. Customers generally call in and send email inquiries/requests for return/rework requests, field problem reports, and credit inquiries. Responsible for processing or rejecting return requests up to a pre-defined limit. Share responsibilities in processing Replacement orders for non-conforming items.

Responsibilities

Reviews validity of each return request if it meets Appleton Group Return Policies
Processes/rejects return for credit requests received via fax, email and phone within approved turnaround time based on established returns guidelines
Facilitates return requests of items to ensure desired inventory levels and fill rates, and help fulfill other back orders to meet Appleton RDSL
Recommends appropriate actions (e.g. application of higher restocking fee, requiring 2-for-1 PO, etc.) based on established guidelines in coordination with the sales organization to handle return requests outside of Returns policies. Executes appropriate actions within assigned approval limit
Discusses with sales reps and distributors policies and guidelines on returns exceeding the allowable amount, nonreturnable items and materials with no purchase history
Approves returns for credit (non-excess and stock

rotations) up to assigned approval limit
Reviews sales history, journal billing activity and other information to ensure correct level of credit
Assists Order Entry with order processing as necessary
Handles calls from the Returns ACD (Automated Call Distribution)
Monitors incoming emails in Managing/Monitoring Returns mailbox and allocates requests to appropriate individuals
Determines responsibility code of each return request
Routes all return requests to higher authority for review and approval for values beyond assigned approval limit

Requirements

Education:

Candidate must possess at least Bachelor’s/College Degree

Job Related Experience:

Must have 1 year working experience in customer service and order management doing order entry, customer service/administration

Specific Knowledge:

Business System Tools (e.g. Oracle, Call Management System, Avaya)
MS Office
Understanding of Math to ensure ability to comprehend and correctly apply complex pricing on RMAs

Skills

Accuracy and attention to detail
Well organized, able to handle multiple tasks, ability to shift priorities
Ability to work independently with minimal supervision
Strong team player with a positive attitude and able to work with people from different levels of the organization
Can handle high stress and work in a very fast-paced environment
Team Player
Excellent communication skills

About Emerson
At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher.

As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets.

Our Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.

Emerson, a Fortune 500 company with $17.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.

Whether you're an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you'll find a variety of opportunities at Emerson. Join our team and start your journey today.