Hanger, Inc.

Customer Service Representative I

Hanger, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

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Job Level

Junior

Tech Stack

AssemblyERP

About the role

  • Responsible for the administrative functions of all Fillauer product returns and the subject matter expert on the status of customer returns.
  • Reviews and investigates credit requests from CS and other departments for product returns, sales price discrepancies, freight overcharges, and other refund request circumstances.
  • Creates and processes credit memos in Epicor ERP system.
  • Coordinates and documents the entire return process from customer return inquiries to credit resolution.
  • Answers customer return inquiries by phone and email.
  • Troubleshoots return requests and creates Return Material Authorizations (RMA) in Epicor ERP system.
  • Maintains documentation of communications with customers in Epicor ERP system.
  • Contributes to customer experience by ensuring high level of quality assurance through continuous review and resolution of open and outstanding returns.
  • Documents returned product lifecycle in Epicor including date stamping, return reasoning, customer feedback, departmentsinvolved, and final resolution to ensure accurate processing.
  • Researches and resolves complex discrepancies when returned products do not align with Epicor ERP system data.
  • Supports product return and repair requests while adhering to return policies and processes.
  • Unpacks returned merchandise, assesses paperwork, and assigns to proper departments for review, including product complaints and warranty repairs.
  • Displays and maintains a high level of patience, courtesy, and professionalism with all customers and internal relations.
  • Collaborates with internal teams including customer service, warehouse, assembly, engineering, purchasing, sales, and education.
  • When needed, supports customer service team with sales order entry, quote entry, product inquiries, estimated ship date and tracking requests, along with other criticalcustomer service functions.
  • Participates in team meetings including discussions an d problem solving.
  • Maintains a safe and organized work environment.
  • Performs other tasks as needed to support the success of the organization.

Requirements

  • A minimum of 1 year of related experience.
  • High School diploma or equivalent
  • Experience with desktop operating systems including Windows 2000, XP and 7 environments (preferred)
  • Knowledge of basic computer hardware (preferred)
  • Experience with supporting various software applications and providing technical support for upgrades and enhancements (preferred)
  • Type minimum of 40 words per minute with minimal errors (preferred)
  • Excellent communication and cognitive skills, verbal and written
  • Microsoft Office skills to include Excel, Word, Visio, PowerPoint
  • Ability to effectively communicate technical information over the phone
  • One or more years’ experience in electro-mechanical/electronics fields (preferred)
  • Experience in a call center environment (preferred)
  • Experience with Windows 8 operating system (preferred)
  • Able to configure, install and support desktop hardware and software (preferred)
  • Experience with video networking, application trouble shooting (preferred)
  • Experience with Log Me In (preferred)
  • AA/AS degree in electronics or equivalent preferred
  • Knowledge of ACP's products and services (preferred)
  • One or more years inbound/outbound telemarketing experience (preferred)
  • Able to work independently and to adapt to a fast changing environment
  • Detail oriented and able to effectively organize and manage multiple responsibilities
  • Creative, self-disciplined and capable of identifying and completing critical tasks independently
  • Strong customer service skills
  • Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.