IMS Company

Compensation

Full Description

Job Overview The Returns Specialist is responsible for ensuring the accurate and timely processing of returned merchandise, with a strong focus on delivering outstanding customer service. This role plays a critical part in managing returns, coordinating with internal teams and vendors, and maintaining proper documentation throughout the return lifecycle. Secondary responsibilities of this role include assisting customer service as volume dictates. The Customer Service Specialist is a critical role for customers placing orders through inbound calls, email or through the IMS website. It requires both excellent phone and computer skills. Essential Duties and Responsibilities • Processes all returns from receipt to final disposition, including categorizing returns, extensive data entry, managing invalid warranties, generating vendor purchase orders for repairs or credits, and handling related billing and documentation • Proactively follows up on unreceived returns, warranty-related items, and expedite the general returns process to ensure resolution • Manages customer credits, repairs, and replacements promptly and accurately within the appropriate business systems • Identifies recurring warranty issues and collaborate with internal departments to recommend product improvements and corrective actions • Collaborates closely with multiple departments to ensure seamless return handling and customer satisfaction • Serves as a backup for entering customer quotes requests and orders, ensuring information is complete and accurate. • Serve as critical point of contact for communication with customers, Purchasing, Marketing, the Technical Service group and Warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders. • Ensure information for customers’ accounts is updated and maintained accurately. • Respond to customers’ inquiries and complaints in a professional manner. • Ensures compliance with the IMS Company Handbook and all company policies. • Performs other duties as assigned. Minimum Qualifications • Strong verbal and written communication skills, along with active listening abilities. • Basic math skills and the ability to prioritize tasks independently. • High level of accuracy and attention to detail in data entry and order processing tasks. • 1+ year experience in Customer Service or Sales • Previous data entry or computer skills Education and Experience • High school diploma or general education degree (GED) • Prior experience using M365 Outlook and Excel a plus • Prior experience using Oracle NetSuite a plus • Previous phone experience in an office setting or call center • Familiarity with technical components used by injection molders, such as heaters, temperature control systems, fittings, manifolds, regulators, hoses, and related accessories a plus. • A background in customer service or technical support is preferred. Phyisical Requirements • Ability to lift up to 25 pounds at times. • Ability to sit for prolonged periods of time working in front of a computer. Job Type: Full-time Pay: $19.00 - $23.00 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Referral program • Vision insurance People with a criminal record are encouraged to apply Work Location: In person