Job Description

Customer Returns Representative (CRR)

Department: Maufacturing Overhead

Job Description

The Customer Returns Representative (CRR) is responsible for the tracking / process of all RMAs (Return Material Authorizations) through the entire returns process, along with all tasks assigned by Returns Manager.

Essential Duties and Accountabilities

1.      Resolve problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

2.      Download from portal all RMA’s received from customers, print complementary PO’s and SOF’s. Give to Returns Manager to approve, request more information or decline. Maintain database up-to-dated with all information related.

3.      Contact customer to inform them of RMA label, declined RMA and reason whyand / or request more information.

4.      Process all RMA’s approved by manager. Enters orders for alterations and remakes (RMF’s) and / or Credits.

5.      Perform cross-checking on all RMF’s, diligently and carefully, before submitting to Sat Team.

6.      Keep log updated. Submit RMF’s to SAT Team. Fix rejected RMF’s and re-submit to SAT Team.

7.      File all RMA’s paperwork in cabinet. Keep records of all pending RMA’s, cancelled orders and any documentation related.

8.      Communicates directly with customers to obtain missing information on open RMAs and items pending to process the orders and / or close the cases in the system.

9.      Work closely with Floor Returns Staff to analyze special cases to request information or to complete processes. Strongly recommended to go the floor to ensure proper analysis. Ask Returns Manager or Floor Supervisor for missing information / items, questions or directions. Work in the floor as needed.

10.  Works closely with the logistics team to verify all proper call tags are being issued for items being returned to the factory and follow up until task completed.

11.  Works closely with Receiving Department to update / modify RMA’s according with items delivery / received daily. Keep log updated with RMA’s processed from Receiving Department.

12.  Diligently attends to details and pursues quality in accomplishing tasks.

13.  Responsible for working according to the company’s safety, attendance policy and quality standards.

14.  Maintains a safe and clean work area.

15.  Performs other related duties as required and assigned.


Cognition: Processes thoughts and experiences effectively from decision making to innovative thinking, analysis, judgments and problem solving. This includes examining information to draw conclusions, developing creative ideas and perspectives, making informed decisions considering all of the facts, goals, constraints and risks associated and resolving difficult challenges.

Communication: Communicates clearly with others avoiding ambiguity in all aspects of communication from speaking to writing, listening, and reading. This includes expressing ideas and facts orally and in writing, understanding and learning from what others say and grasping the meaning of written information. 

Interaction with Others: Communicating and reacting with co-workers appropriately to maintain a professional environment. This includes encouraging others and furthering Company objectives, building constructive working relationships consisting of acceptance and respect, promoting cooperation and commitment within a team to achieve goals and embracing a work environment that appreciates diversity.

Personal Effectiveness: Incorporating all personal resources to achieve work objectives the most efficiently from accountability to adaptability, customer and safety focus and continual learning.  This includes taking responsibility for actions, quality and timeliness of work, adjusting to changing business needs, conditions and work responsibilities, maintaining customer satisfaction with the products offered by the company, adhering to all workplace standards, regulations and practices and showing an ongoing commitment to self-improve.

Accountability: the responsibility to complete the tasks assigned, to perform all duties required by CRR position, and to fulfill all organization goals, guidelines and procedures.


§  High School Diploma or its equivalent.

§  Two (2) years of experience in the customer service field.

§  Ability to operate various work-processing software, spreadsheets and database programs.

§  Advanced Excel knowledge and Math Basic skills (including % calculations) required.

§  Must read, write and speak fluent English.

§  Regular and on-time attendance is an essential function for this position.

§  Must be authorized to work in the USA.

§  Team work, proactive and respectful attitude required.

Physical Demands and Working Conditions

  • Requires sitting for a prolonged period of time.
  • Requires dexterity and coordination to handle files and single pieces of paper.
  • Requires occasional lifting up to 25 lbs.
  • Requires minimum reaching for items above and below desk level.
  • Requires strength, coordination and vision to use keyboard and video display terminal for prolonged periods.

As a Federal Contractor, Point Blank Enterprises, Inc. abides by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their age, race, color, religion, sex, sexual orientation, gender identity, national origin, compensation inquiries, discussions or disclosures. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, compensation inquiries, discussions or disclosures.

Qualified individuals with a disability have the right to request a reasonable accommodation.  If you are unable or limited in your ability to use or access our careers website as a result of your disability, request a reasonable accommodation by: (1) sending an e-mail to Maria Romero, or calling 1-(954) 630-0900 (2) informing us regarding the nature of your request and (3) providing your contact information.

Please do not direct any other general employment related questions or resumes to this email and/or phone number. Only inquiries concerning a request for a reasonable accommodation will be responded to from this e-mail address and/or phone number.

Point Blank is an Equal Opportunity Employer/Vet/Disability Employer.

Job Type
Full Time