The posting
Under close supervision, the Client Relations Associate is responsible for responding to customer inquiries and processing customer orders. This position is also responsible for issuing return authorizations and processing charge backs and promotion payments.
Answer customer inquiries of routine scope and complexity via phone or email in a timely matter. Follow up with customers and escalate inquires/requests to the Supervisor as needed.
Process orders and ensure all appropriate promo codes and promotion attributes are applied. Process special orders as requested.
Issue RGA (Return Goods Authorization) and WRA (Warranty Return Authorization) return authorizations accurately within 48 hours of receipt with the proper approvals.
Investigate and process all charge backs within 30 days of receipt. Escalate any charge backs past 30 days to the Supervisor.
Process claims as required. Review Claims Management System errors to ensure Standard of Performance requirements are met and errors are limited.
Process promotion payment (coop) as needed. Investigate accuracy of information submitted on coop claim forms and obtain all necessary approvals for processing payment or credit request.
Cross train and provide assistance to team members as needed.
Maintain accurate account customer profiles.
May set up new accounts and update customer information in the system for the Canada and International database.
Perform other duties as required within the nature and level of work.
Qualifications
High School diploma required. Bilingual required. Experience with PRMS, AS400, BOSS, or Varsity preferred.
Proficient in MS Office suite of applications. Must be able to multitask, manage shifting priorities, and work independently and with others. Ability to work in fast-paced and high-stress environment. Ability to communicate effectively both verbal and written.
Salary range: $21-$24
Physical Demand Requirements Occasionally required to stand, walk or sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
