Customer Care Credit/RMA Specialist

4 weeks ago

Somerset, United States Terumo Medical Corporation Full time
Job Summary

As a Customer Care Credit/RMA Specialist at Terumo Medical Corporation, you will play a critical role in ensuring that customers receive exceptional service and support. Your primary responsibility will be to process and resolve customer credit and return merchandise authorization (RMA) requests in a timely and accurate manner.

Key Responsibilities
  • Create and manage accurate credits to support and resolve customer billing issues.
  • Process and manage 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 and corrective solutions.
  • Collaborate with warehouses, accounts receivable, contracts, tax, sales, and operational teams to deliver resolution to billing issues and shipping errors.
  • Ensure timely and accurate completion of product performance reports (PPRs).
  • Work with customers and customer care representatives to ensure timely completion of open RMAs.
  • Drive efficiency and streamline processes for timely and efficient creation of credits.
  • Maintain and educate teams on standard operating procedures (SOPs) for creating credits and RMAs.
  • Support and engage with the customer care team as needed to manage sales orders, evaluate process improvements, and address customer complaints.
Requirements
  • Exceptional customer service and listening skills.
  • Excellent interpersonal, written, and verbal communication skills.
  • Good organizational skills and ability to work effectively in a busy customer-driven environment.
  • Strong analytical abilities to research, extract, summarize, and communicate complex 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.
  • Track record of consistent high-performance metrics and success working with internal partners to deliver overall customer satisfaction.
  • Proficient in Microsoft Excel, Word, PowerPoint, and Outlook.

Terumo Medical Corporation is an equal opportunity employer and prohibits discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination, or any other terms and conditions of employment.

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