Job Description

PBE- Customer Returns Representative (CRR)

Department: Customer Service

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.


§  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.

Job Type
Full Time