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.
- 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
Job Related Experience:
Business System Tools (e.g. Oracle, Call Management System, Avaya)
Understanding of Math to ensure ability to comprehend and correctly apply complex pricing on RMAs
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
Excellent communication skills
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