Customer Support jobs in Edinburgh

Grant Westfield, the company behind the UK’s best-selling brand of waterproof wall panels, Multipanel and Naturepanel, is looking for a Returns Specialist to meet the business and customer needs regarding Customer Returns and failed deliveries. Thoroughly investigate and collate accurate information ensuring prompt and accurate responses to all parties. Delivering the best customer experience whilst also minimising the financial impact to business.

Team: Supply Chain

This is a newly developed role, which will require the post holder to help develop robust systems/processes surrounding the Key Responsibilities to ensure responsibilities are met.

Office Based position

• Own and maintain the Returns Address Inbox
• Review of all RMA’s raised by customer via portal
• Thorough Investigation of all RMA requests prior to acceptance/rejection ascertaining the system transactions v physical transactions and required course of action from Inventory/Finance and Customer relations perspective
• Creation of RMA’s following investigation, ensuring correct reason codes are used (to enable data gathering for improvement opportunities)
• Creation of replacement customer orders when required
• Maintain Returns Manifest Database of when RMA’s collected and retuned to WM01
• Maintain Failed Delivery manifest
• Develop and build upon customer and 3pl relations
• Work closely with customer, 3pl’s regarding and other departments with regards to RMA queries such as missing returns/qty discrepancies as highlighted by Materials Team
• Attend daily call with third party logistics suppliers
• Develop the RMA process for to enhance customer experience and reduce financial impact to business
• Develop RMA reporting including but not limited to: RMA reasons, value etc. to drive improvement
• Any additional duties as required by the business.

Skills and experience:

Essential

• Customer Facing experience

Desirable

• Knowledge of ERP systems

Competencies

Teamwork:

• Friendly, approachable, cooperative, and assists others when required.
• Shares knowledge, ideas and concerns with other members of the team and across the organisation.
• Respects cultural differences and different opinions.

Flexibility:

• Responds effectively to changing circumstances.
• Adjusts tasks and priorities when required.

Communication and Organisation:

• Ability to carry out duties in a professional manner.
• Ability to plan, organise and prioritise workload.
• Ensuring a clear understanding of the desired end result.
• Ability to work independently as well as part of a team.
• Ability to be firm with supply chains and providers when required.

Attention to detail:

• Performs tasks accurately and thoroughly; double-checks the accuracy of work and adjusts ensure client expectations are met or exceeded.
• Follows policies and procedures in using various equipment.
• Completes all reports according to policies, procedures and standards.

Problem solving:

• Deals with problems as soon as they arise.
• Presents problem analysis and recommended solution to others rather than just identifying or describing the problem itself.
• Acknowledges when doesn't know something and takes steps to find out.
• Anticipates potential obstacles and develops plans to overcome them.
• Uses critical thinking to analyse the situation and establish course of action.

Health & Safety:

• Complies with all Health and Safety Procedures, as well as understanding of health and safety, and the impacts which actions can have.

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.

• 33 days annual leave which increase with service up to a maximum of 38 days.
• Additional holiday purchase scheme.
• Health cash plan.
• Bike to work scheme.
• On-site parking.
• Staff discount.
• Sharesave options.