Customer Support

• 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.

Customer Service Representative I

Customer Experience Analyst

Director, Customer Experience

Customer Support – Book Publisher

Customer Service Lead

Customer Service Specialist – 2nd Shift