Customer Care Credit/RMA Specialist

3 days ago


Somerset, United States Terumo Full time
Job Summary

As a Customer Care Credit/RMA Specialist at Terumo, you will play a critical role in ensuring that customers receive the best possible experience. Your primary responsibility will be to process and complete credits and returns accurately and in a timely manner.

Key Responsibilities
  • Create accurate and timely credits to support and resolve customer billing issues.
  • Manage Return Merchandise Authorizations (RMAs) in a timely manner to ensure customer satisfaction.
  • Research and review warehouse shipping discrepancies with customers and sales teams to resolve problems.
  • Prepare and deliver monthly analysis on credits and RMAs to drive Root Cause Analysis (RCA) and corrective solutions.
  • Collaborate with warehouses, Accounts Receivable (AR), Contracts, Tax, Sales, and Operational teams to deliver resolution to billing issues and shipping errors.
  • Ensure Product Performance Reports (PPRs) are completed timely and accurately and closed out accordingly.
  • Work with customers and Customer Care Representatives (CCRs) on open RMAs to ensure timely completion.
  • Drive efficiency and a streamlined process for timely and efficient creation of credits.
  • Create and maintain Standard Operating Practices (SOPs) on creating credits and RMAs.
  • Spearhead the onboarding of new CCRs on credits, RMAs, and PPRs.
  • Assist with required audits with data collection and preparation.
  • Prepare and manage bulk uploads of credits.
  • Maintain, educate, and enforce SOPs around credits and RMAs.
Requirements
  • Exceptional customer service and listening skills.
  • Excellent interpersonal, written, and verbal communication skills.
  • Good organizational skills and the ability to work effectively as part of a team in a busy customer-driven environment.
  • Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information.
  • Attention to detail and data entry accuracy.
  • Demonstrate best-in-class telephone etiquette.
  • Requires knowledge of company products and customer service activity.
  • Strong math aptitude.
  • Ability to work with senior staff members.
Qualifications

Bachelor's Degree with a minimum of 2 years of experience in a customer-facing or service environment with a proven track of accuracy and ability to manage a high-volume workload; or equivalent combination of experience, education, and training.

A track record of consistent high-performance metrics and success working with internal partners to deliver overall customer satisfaction is strongly preferred.

Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook is required.



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