Returns Coordination Specialist

Job Description

Job Description

Embark on Your Journey as a Returns Coordination Specialist at KELTEC, Inc.

For over four fruitful decades, KELTEC, Inc. has established itself as the number one producer of air-oil separators across North America. Our company offers a platform for you to learn and progress in your career, especially if you're passionate about customer satisfaction and operational excellence.

We provide an excellent benefits package, including medical, dental, vision coverage, Group Life/AD&D, the option for additional family coverage, paid time off, recognized holidays, a commission structure, and a 401k matching plan.

The Returns Coordination Specialist will efficiently handle customer product returns, ensuring all processes are carried out correctly and swiftly.

• Receive and manage return requests, distributing RMA numbers according to guidelines.
• Discuss return protocols, troubleshooting, and solutions with customers.
• Ensure customers receive complete details on return and warranty processes.
• Spearhead collaboration with logistics, warehouse, and technical support for returns.
• Carry out assessments of returned products to verify terms compliance.
• Manage updates on customer records and facilitate prompt credit or replacements.
• Spot recurring return patterns and flag them for managerial insight to support quality improvements.
• Deal with any escalations or disputes in a courteous and client-centered manner.
• Keep detailed case records related to RMA, including reasons and outcomes.
• Play a role in refining RMA processes to enhance customer experiences and efficiency.
• Pursue related tasks as needed.

• High School Diploma required.
• At least one year of relevant experience in customer service, preferably in e-commerce, retail, or a manufacturing environment.
• Proven experience in customer service within a manufacturing or industrial sector.
• Outstanding communication and relationship-building skills, especially in challenging contexts.
• Advanced skills with Microsoft Office tools – Word, Excel, Outlook.
• Unwavering attention to detail and organization prowess.
• Versatility to work independently as well as part of a team in fast-paced scenarios.
• Strong problem-solving skills paired with a proactive service approach.

Ideal Qualifications:

• An Associate degree in Business, Sales, Marketing, Communications, or a similar field.
• Experience with RMA software, ERP systems, or inventory tools.
• Acquaintance with warranty rules, consumer laws, or similar industry guidelines.
• Technical product knowledge, applicable to the relevant industry.

While the regular hours span from 8:00 am to 5:00 pm, you may be required to adjust outside these hours, reflecting our company's demands.

Physical Capabilities: Effective mobility and strength to execute office tasks are necessary. This includes speaking, hearing, and computing keyboard operations. Daily duties involve standing, seating, and movements that occasionally include stooping, bending, or reaching — weight engagement up to 25 pounds.