What are the responsibilities and job description for the Returns Processor position at DFTBA Records, LLC?
About DFTBA Records, LLC
DFTBA is an e-commerce enterprise that seeks to make a positive difference in our world. Our company's history-led by owners Hank and John Green-is grounded in the online space and collaborating with content creators to craft, sell and deliver high-quality products for their communities and supporters. As we have grown, so has our ability to do good-through just one of our subscription services, we have proudly donated nearly $10M over the past three years to Partners in Health to support their efforts to build the Maternal Center for Excellence in Sierra Leone. And we are continuing to grow, motivated, not by personal gain, but by our potential to do more good.
We at DFTBA value creativity, problem-solving and, most of all, people. We are dedicated to attracting and investing in a diverse staff and welcome all experiences, perspectives and values that make you uniquely you.
About the role
We are looking for a highly efficient and motivated Returns Processor to support both the Warehouse and CS teams by processing and logging all incoming package returns, notifying customers of the return, and performing preventative tasks to minimize total returns to the warehouse. This includes confirming the accuracy of shipping addresses, adjusting orders, and providing assistance in processing merchandise returned directly by the customer or by the mail system. As an integral part of the Customer Service team, the Returns Processor works closely with the CS Manager to streamline processes to improve overall efficiency of the returns process and helps out in the CS inbox, responding to customer tickets as needed. If you are looking for a flexible and hands on position, keep reading!
What you'll do
- Log returns and notify customers of their returned orders, seeing through these issues until resolved.
- Notify relevant departments of trends or issues with returned packages.
- Resolve shipping address issues for orders otherwise ready to ship to prevent orders from being returned to the warehouse.
- Resolve orders with inventory errors by contacting customers and carrying out solutions to enable orders to ship.
- Sort mail from the post office and distribute any mail or packages that are not returned orders to appropriate departments.
- Organize and manage returned merchandise to keep limited stock available for replacements, and enable the inventory team to easily return extra stock to make available for new orders
- In conjunction with the CS Manager, optimize and improve standard operating procedures regarding returns processes.
- Assist the CS team by answering general customer inquiries in the Customer Service Management Software (CSM), Gorgias.
- Sort incoming emails based on priority level and type of ticket, as needed.
Qualifications
- Strong computer skills with Google Drive experience, preferred.
- Willingness to do repetitive tasks and ability to follow specific instructions, required.
- Excellent organizational and time management skills.
- A customer service mentality with good interpersonal and communication skills (specifically through text).
- Ability to prioritize multiple projects, handle interruptions and be flexible to changing priorities.
- Desire to work for a company that seeks to have a positive impact in the world!
More details about this position
- Job Title: Returns Processor
- Status: Full-time, Non-exempt
- Benefits Provided: Health, dental and vision coverage; up to 17 paid vacation days and 12 sick days per year, 401K with 4% company match, profit sharing.
- Reports to: Customer Service Manager
- Location: Missoula, MT, hybrid eligible
- Wage Range: $20-$23/hour
The pay range for this role is:
20 - 23 USD per hour(Missoula, MT)
Salary : $20 - $23
