Customer Service Representative III - Full-time

The Customer Service Representative III is responsible for ensuring the accurate and timely execution of order processing, including validation of products requested, managing back orders, customer adjustments, and customer service issues. Additionally, this position is responsible for providing a point of contact for Contract Sales business partners to review freight lane and product issues that delay the delivery of merchandise to customers. This position serves as the cross-dock contact for the handling of Return Merchandise Authorizations (RMA), Credit Exchanges (CDX), cancellations, reorders, liquidation of distressed merchandise, and processing of claims. Also, this position is responsible for processing and creating all returns, exchanges, and monetary adjustments, scheduling Product Repairs associated with potential returns.
The Customer Service Representative III will perform roles in managing the Returns Policy, dispositioning returned merchandise, and order processing, order management, and maintaining customer relationships for specified customers of the Sears Commercial business.

JOB DUTIES/RESPONSIBILITIES:

• Monitors receipt of merchandise from Direct Distribution Center (DDC) and Limited Stocking Center (LSC) through various reports and systems; and, in cases of non-receipt of merchandise, arranges new delivery dates and substitutes merchandise choices. Coordinates delivery dates with appropriate Sears Logistics Services (SLS) partners utilizing enterprise system. Responds to all Contract Sales Integration (CSI) related issues as identified by sales force, Customer Care Network (CCN), and Contract Sales Support Center associates impacted by any type of delay of merchandise and when requested delivery dates are not provided by the systems within established timelines, and provides appropriate follow up.
• Serves as the point of contact for specific customers as identified by the business to process telephone, fax, and mail orders via Order Management system in order to meet customer delivery expectations. Requests customer adjustments and check requests where applicable; Conducts delivery pre-calls to confirm order accuracy and delivery information; Handles and provides appropriate follow up on customer issues (i.e., delivery, installation)
• Serves as the primary cross-dock contact for the Return Merchandise Authorization (RMA) creation, check-in, and follow up. Creates and enters RMA's, and reorders for exchange orders; Ensures all aged RMA's are valid. Clears and follows up on Credit Exchanges (CDX) through the Sears Commercial Order Management Accounts Receivable system, and ensures no write-off's; Communicates potential RMA chargebacks to management on a bi-weekly basis.
• Processes reorders and Return Merchandise Authorization's (RMA) to ensure that delivery of new merchandise and pick up of old merchandise occur at the same time; Schedules redelivery and exchanges, and advises the customer.
• Uses appropriate negotiation and communication skills to enforce the returns policy; Explores all possible alternates ensuring customer satisfaction at a minimum cost;
• Completes assigned responsibilities accurately and in a timely manner as defined by management
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent
• 1-2 years of related experience
• 18 years of age or older

REQUIRED SKILLS:

• Previous experience in Order Management, minimum 1 year; Proficient skill in and knowledge of order management systems
• Ability to learn and have in-depth knowledge of various Sears management and sales reporting systems quickly; Strong product knowledge
• Ability to comprehend catalog terminology
• Knowledge of standard computer software systems and Microsoft applications
• Strong customer service skills, organizational skills, time management skills, and excellent communication skills
• Ability to drive for results

Equal Opportunity Employer / Disability / Vet.