Job Description

We are looking for a detail oriented individual to join our returns team to assist with the processing of RMAs and shipping claims processing. The ideal candidate pays attention to details and has an average knowledge of spreadsheet programs  and has experience working with vendros.

This is a full-time position Monday thru Friday 8a - 4:30p We offer a robust benefits package including Kaiser and Blue Cross/Blue Shield as well as Paid Time Off and a company sponsored 401K.

JOB RESPONSIBILITIES

• Facilitate the Return Material Authorizations (RMA) for both customers and internal returns team. May require contacting original supplier and/or customer to determine what is required to make customer/Vendor company whole. May require ordering new product to replace RMA items.
• Effectively track and manage RMAs during the 30 day returns lifecycle: Customer initiates, provide RMA instructions, document receipt of item, product evaluation, issue replacement and/or credits
• Provide timely and accurate assistance to internal/external customers via email or telephone. Target response time 24 - 48 hours. Take ownership of assigned returns and/or product matters ensuring meet target.
• Manage RMA and freight quotes; files freight claims as needed.
• Constantly evaluate data identifying trends in product quality or replacement requests. Escalate product quality issues to manager to rule out factory related failures.
• Continuous follow-up with vendors and warehouse returns team ensuring returns/RMA /credits are processed and received in timely manner. Escalate to manager as needed.
• Focus efforts to continuous process improvement aimed at elimination of repetitive processes, decreased return turnaround time and streamlined work across all departments involved in the RMA process. Work cooperatively and jointly to provide quality seamless customer service.
• Accurately document customer/product resolutions in SpruceNet ticketing system. Keep content clear and concise.
• Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.
• Assist team member with orders as needed.
• Manager may assign additional responsibilities.

JOB REQUIREMENTS:

• Excellent verbal and written English business communication skills including concepts of grammar and punctuation. Able to communicate as well with the written word as with the spoken. Additional languages a plus!
• Great customer service skills; proven ability to managing customer expectations.
• Some college coursework including Associates Degree or minimum one year of customer service focused on inventory control or accounting process.
• Good computer skills including email, word processing, and ability to navigate the Internet. Ability to type 40 words per minute; Thorough understanding of Microsoft Office products including Outlook, Excel and Word.
• Good organizational skills; Able to build a plan and know how to execute.
• Good understanding of basic math, including calculations, using fractions, percentages and/or ratios.
• Ability to comprehend basic accounting processes, office management, and purchasing procedures including practices, methods and terminology.
• Relationship builder with both internal and external customers; Ability to negotiate purchasing agreements with vendors.
• Strong negotiation skills. Ability to effectively and logically present arguments in a professional demeanor aimed at an amicable outcome.
• Lifelong Learner; continuously seeking knowledge related to the industry and purchasing as well as personal enrichment.
• Knowledge of general aviation and aircraft parts - preferred

REQUIREMENTS OF POSITION

• Pleasant disposition to coworkers, vendors and customers.
• Ability to deal with work related stress.
• Some lifting, carrying, pushing and/or pulling.
• Stooping, kneeling, crouching and significant fine finger dexterity.
• 80% sitting, 10% walking and 10% standing.

Company Description

Aircraft Spruce/Aero Performance are the leading distributor/retailer for almost all major aviation products manufacturers. We provide a complete selection of OEM and PMA parts to OEM's, FBOs, MRO's, Airlines, corporate operators, flight schools, Military, and Government customers nationwide. With over 60 years of experience in the aviation market, Aircraft Spruce/Aero Performance gives our customers the confidence that the parts they need will be delivered to their facility on time and competitively priced.