Job description
The Role
About the Position
We are seeking a Service Exchange & Returns Coordinator to join our US Sales Operations team! As Service Exchange & Returns Coordinator, you will play a vital role helping our Customer Experience Team and Trade Partners with reverse logistics support.
Fisher & Paykel is on a mission to be the world’s #1 premium appliance brand. A key component in achieving that is the delivery of premium customer experience. All employees, irrespective of title, take pride in delivering an effortless, premium service experience with every customer interaction, with a focus on ensuring queries are carefully, effectively, and efficiently resolved in a timely manner.
You Will
- Manage support requests for Service Exchanges, Retail Trade, and Builder Trade Partner reverse logistics/return inquires.
- Review Return Authorization requests and process cases according to company policy, mindful of balancing policy with premium customer satisfaction goals.
- Processes Sales Orders, Product Credits, and Authorized Product Returns (APRs/RAs) in JDE/Oracle as authorized by Customer Care and Regional Service Managers via inbound SalesForce cases.
- Provide order confirmations and coordinate shipments in partnership with Regional Distribution Centers.
- Consistently track returns authorization status to ensure timeliness of completion and keep management up to date on current return status.
- Partner with Accounts Payable departments to ensure timely resolution of vendor invoices.
- Coordinator reverse logistics in partnership with external vendors.
- Maintain & reconcile open returns log and ensure products are checked back in to our distribution centers within service level agreement timeframes.
- Provide weekly reporting to Executive Leadership and provide insights to optimize operations performance and improve customer experience. Leverage your intermediate Excel and PowerPoint skills to impress.
- Assist Sales Support team with order entry and ad-hoc support as required.
- Resolve all queries promptly and effectively, ensuring we deliver a low-effort, premium experience to all customers, whether internal, external, consumer, retail or business
- Establish realistic expectations when explaining next steps / course of action, agree expectations with customer around follow-up actions and ensure timely responses and updates
- Effectively manage calls, emails and other tasks according to procedures and guidelines providing consistency
- Maintain excellent internal and external relationships
- Effectively handle objections and complaints presented by customers by maintaining a calm, controlled and objective communication style
- Demonstrate understanding through empathy and take ownership
Estimated 95% Email Support; 5% Phone Support
Role is designated as “Remote”, but employees close to our US Headquarters in Costa Mesa, CA are welcome to work from shared workspaces, and may occasionally be invited to attend local training/ team events.
You Have
- Previous Customer Service, Sales Support/Admin, or Warehouse Operations experience
- Intermediate Excel, PowerPoint and general MS Office experience
- Tech-savvy – good system navigation and word processing skills
- Strong communication skills, both written and verbal
- Strong call handling skills and knowledge of telephone systems
- Experience using JDE, or SAP as an equivalent (nice to have)
- Salesforce experience, or CRM like ZenDesk as an equivalent (nice to have)
- Experience dealing with B2B (Retail or Commercial) customers (nice to have)
The salary range for this position is $21 - $27/hr. This range is a guideline and may not reflect your exact offer. Factors considered when extending an offer include (but are not limited to) education, experience, relevant skills, internal equity, and alignment with market data.
Benefits Overview
In addition to providing competitive medical, dental, vision, life, and disability insurance, we offer:
- 401K with company match
- Competitive Employer HSA Contribution
- Pet Perks
- Paid Vacation/Time Off: We believe that your time off is important, which is why all US employees accrue 20 days of paid vacation starting year 1. We also offer 12 company holidays per year.
- Parental Leave: Becoming a new parent is a full-time job. Our new policy offers all our people 26 weeks’ paid leave for the primary caregiver, a flexible return to work with reduced hours at full pay, as well as two weeks of paid leave for partners to spend time with their growing families.
- Wellness Initiatives such as our Fuel Up Fridays, a company-paid subscription to Calm, No-Meeting Fridays, and personalized healthcare support for your wellness journey.
- Leadership and Career Development programs
- Exclusive Employee discounts on all F&P products
- Role-specific Company Bonus
Fisher & Paykel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
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