Returns Specialist

Description

As a leading manufacturer and distributor of medical supplies and equipment for healthcare simulation and education, Pocket Nurse provides solutions and services that create hands-on learning experiences for the next generation of healthcare professionals. Our small business philosophy is, “Use your best judgement every day.” Not only do we give team members the guidance and tools to succeed, we give them autonomy to do their best for the company to succeed.

The Returns Specialist is responsible for the Returns Merchandise Authorization (RMA) process to ensure the business needs are balanced with customer’s quality and return needs in a timely, courteous and cost-effective manner.

The focus of this job is on producing high quality, detailed work based on established standards, guidelines and procedures. The job environment is stable, based on known relationships with people and well-defined processes and promotes steady, methodical work output so that job routines can be completed on time and error-free. Job knowledge and competency is built through structured step-by-step training and positive, supportive coaching from management and peers. Communication with others is based on knowledge of repetitive job routines and procedures gained from on the job experience. This position is designed to develop a valued technical expert, who can deliver quality work on a consistent basis.

Key Responsibilities and other duties as assigned:   

Customer Service

• Responds to internal email, inbound phone calls and makes outbound calls within established service levels ensuring customer concerns are resolved striving for a one-call resolution as the main point of contact.
• Opens and processes the physical product once returned. 
• Documents in the ERP system on the progress of the return to provide updates on status and ensure service levels are met.
• Coordinates with the Vendors, Quality Specialists, Customer Service Representatives and Account Managers to ensure returns can be timely and efficiently processed.
• Responsible for directing the customer on obtaining warranty work for non-PN products, obtain copies of booklets and instruction manuals and explains the use of the product as needed.
• Follows up with vendors, small package carriers for tracing, filing claims and disputed denied claims.
• Works with both customers and 3^rd party shipping vendors regarding damage liability related to product damage or structural damage claims.
• Evaluates the customer tier to determine how the RMA and restocking fee are handled. 

Quality

• Works with Quality Specialists and vendors on defective or unacceptable goods or services with to determine source of trouble and takes corrective action for vendor returns and credits. 
• Interacts with Supply Chain and Vendors to find solutions for Buy To Order and Drop Ship returns. 

Reporting and Documentation

• Creates and maintains a tracking system to measure service levels and quality trends and provides monthly reporting to an identified team.
• Develops and maintains Return Standard Operating Procedures.
• Builds and generates vendor sales tracings for monthly vendor rebated incentives.

Education

• Provides education sessions based on returns processes and quality control to department teams as determined. 

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Education:

• High school diploma or general education degree (GED) preferred and a minimum of 2 years of relevant experience.  

Skills and Experience:

• Customer Service experience required.
• Strong written and verbal communication skills.
• Proficient with Microsoft Excel, Word and Outlook. 
• Experience with an ERP system required
• Strong mathematical skills including ability to add, subtract, multiply and divide using whole numbers, common fractions and decimals and ability to compute rate, ratio and percent.
• Strong problem-solving skills, analytical capabilities and collaboration skills. 
• High level of independence and decision making capabilities based on level of authorization.

Benefits and Compensation:

• Competitive wages and quarterly bonus opportunities.
• Medical, dental, and vision insurance coverage options.
• 401(k) with company contributions.
• Paid time off, personal time, paid holidays, and flexible/remote hybrid work schedules.
• Company-paid life insurance and short-term disability insurance.
• Voluntary life, accident, critical illness, and long-term disability insurance.
• Company-wide cookouts, pot-lucks, and work-day events.
• On-site fitness center, free parking and dog-friendly.
• Opportunities for career enhancements through training and educational programs.
• The opportunity to make a difference in the ever-growing healthcare field.

Physical and Cognitive Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.  All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis and may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit; talk and hear; use hands to finger, handle, or feel; reach with hands and arms; and requires color and close vision. The employee is occasionally required to stand; walk; stoop; and kneel.  The employee must regularly lift and /or move up to 25 pounds. No employee is authorized to lift and/or move weight over 50 pounds without assistance.

This role requires the individual to be able to understand, remember, apply and communicate moderately complex information, problems and opposing points of view and collaborate and explore alternative solutions; organize and prioritize thoughts, ideas, and own work schedule; apply common sense, analyze and make decisions which have moderate impact on the immediate work unit and monitor impact outside immediate work unit; express written and spoken word for internal and external communications and complete routine forms, letters and reports and communicate information; and use mathematical skills including the ability to add, subtract, multiply and divide and to record, balance, and check results for accuracy.

Pocket Nurse is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

Information is available here:   http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Qualifications