Customer Returns Co-ordinator - Temp

FIXED TERM CONTRACT (6 MONTHS) with potential for a permanent role in our Customer Service team.

We are an innovative and forward-thinking company currently undergoing an exciting and ambitious transformation, dedicated to delivering exceptional customer experiences. This journey is redefining our processes, technology, and culture, all aimed at enhancing our customer satisfaction and operational excellence. We are committed to fostering a dynamic environment where continuous improvement and professional growth are at the core of everything we do.

In the role of Customer Returns Coordinator, you are responsible for serving as the primary point of contact for all matters pertaining to customer returns. This involves comprehensive investigation and meticulous data collation to facilitate precise and timely communication with all involved parties. A key objective is to foster an optimal customer experience while diligently mitigating the financial implications for the organisation.

This role is fully accountable for the entire customer returns journey, a critical part of enhancing our overall customer experience.

• Own and maintain the Returns Address Inbox.
• Use the customer portal to process and review all returns requested by our customers.
• Thorough Investigation of all RMA requests prior to acceptance/rejection ascertaining the system transactions v physical transactions and required course of action.
• Creation of returns on ERP system following investigation.
• Creation of replacement customer orders when required.
• Maintain Returns Manifest Database aligning to daily customer collections and warehouse returns.
• Regular communication with our 3pl partners to establish key information relating to open returns.
• Confident customer communication to work through queries and potential issues.
• Internal stakeholder management with business departments to gather information.
• Attend daily call with third party logistics suppliers.
• Develop the RMA process to enhance customer experience and reduce financial impact to business.
• As this role develops, there may be additional responsibilities.

Sills and Experience:

Desirable:

• Customer service
• Data entry

Competencies:

• Analytical Skills: Strong ability to analyse data, identify trends, and draw actionable conclusions.
• Communication: Excellent communication between 3PLs, stakeholders and customer.
• Attention to Detail: Meticulous attention to detail and data entry
• Problem-Solving: Strong problem-solving skills and the ability to investigate effectively.
• Technical Proficiency: Proficient in using quality assurance software, CRM systems, and data analysis.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to an evolving customer service environment.
• Team Collaboration: Strong ability to work collaboratively with cross-functional teams.

Working for one of the leading manufacturing companies in the country, this is a great opportunity to drive positive change and make a significant contribution across the business. In return, you will receive a rewarding and competitive remuneration package, and be based in our Edinburgh office, in the heart of Scotland.

• Discretionary annual bonus scheme.
• 33 days annual leave (includes public holidays), with the opportunity to purchase additional days.
• Flexi hours – with a 3’oclock finish on a Friday!
• Healthcare cash plan.
• Bike to work scheme.
• On-site parking.
• Staff discount.
• Sharesave – an opportunity to purchase company shares.

If you're interested in this position, please apply using the form below.

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