Returns Representative - New Berlin, WI

OVERVIEW:

The Returns Representative is responsible for managing and processing customer, technician, branch and vendor returns within a distribution center environment. This role involves researching customer accounts, verifying product and inventory information, determining the proper disposition of returned merchandise, and ensuring accurate documentation and compliance with company procedures. This position requires strong computer proficiency, attention to detail, problem-solving abilities, and effective communication with customers, vendors, and internal departments.

Schedule: Monday-Friday, with standard working hours of 8:00 AM-4:30 PM CST or 7:30 AM-4:00 PM CST (following completion of training).

Work Location: This is a fully on-site position based at our New Berlin, WI Distribution Center. Candidates must reside within a reasonable commuting distance of the facility.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Process customer, technician, and branch overstock returns accurately and efficiently in accordance with department guidelines.
• Move returned merchandise to various locations within the department by pushing and/or pulling a hand pallet jack or cart.
• Determine the appropriate disposition of returned products to maximize return on investment (ROI), including properly identifying and handling hazardous materials.
• Research customer accounts and credit information across multiple computer systems
• Accurately process, pack and document products being returned to vendors for credit or replacement.
• Ensure controlled interface with internal customer and departments (A/P, Merchandising, Shipping, etc.,) and keep records of all significant interaction.
• Serve as a company representative when communicating with business partners via phone and email to obtain return authorizations (RAs) for warranty, core, and non-needed returns.
• Process technician and branch overstock returns.
• Accurately maintain both shared and individual tracking spreadsheets with fellow Returns Team Schein Members (TSMs).
• Identify research including verification of correct item code, serial number, lot number, expiration date, as well as tie back to original purchase order.
• Provide regular reporting to management on product and vendor related information.
• Receive, process, and create monthly inventory transfers to and from core Distribution Centers (DCs).
• Communicate professionally and effectively via phone and email with customers, technicians, field representatives and business partners.
• Performs other reasonably related duties that may be assigned
• Participates in special projects and performs other duties as required.

In addition to essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is compliance with all Company policies and procedures including Worldwide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

QUALIFICATIONS

Experience:

Experience with basic warehousing operations is preferred.

Education:

High school diploma or the equivalent required.

Specialized Knowledge and Skills:

• Basic computer skills, including Microsoft Outlook, Word, and Excel
• Detail-oriented with excellent problem-solving skills.
• Ability to pass machine driver safety training for all required equipment.
• Ability to read fine print and differentiate products with similar characteristics (size, color, vendor code).
• Basic reading, writing, and math skills.
• Strong written and verbal communication skills.
• Knowledge of HSI systems, including A system (Credit & Returns, NSP, Customer Service).
• Ability to follow instructions, handle multiple assignments, and prioritize tasks effectively
• Strong reconciliation and numerical skills
• Ability to troubleshoot by verifying documentation against product information.
• Ability to understand verbal and written instructions.
• Ability to interact effectively with team members, customers, vendors, and business partners.
• Self-starter and a strong attention to detail and the ability to maintain accuracy when completing tasks.
• Strong follow-up skills and the ability to evaluate information and make sound decisions.

Physical Activities:

• Ability to grasp, bend, stand, reach above shoulder height, and walk extensively throughout the warehouse.
• Must be able to lift and push/pull up to 50 pounds.
• May encounter various environmental conditions, such as hot and cool temperatures, hazardous items, noise, and dust.
• Must be able to work while standing and walking on concrete floors for extended periods of time.
• May be required to use step ladders to perform tasks involving climbing and reaching.
• Must be able to stand while operating equipment bearing full weight on both feet.
• May be required to work on powered industrial equipment that operates up to five racks high.

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