Analyst, Consumer Direct Order & Credit Return
Company: Brother USA
Location: Memphis
Posted on: January 13, 2021
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Job Description:
Job DescriptionThe Analyst, Consumer Direct Order & Credit
Return is the primary point-of-contact for Brother Direct and
Consumer Sales customer order process improvement and owns the
cross functional management and communication for this function.
This role manages the order life cycle to ensure orders from
consumers, placed via Web or phone, are executed correctly
including; creation, processing, shipping, successful completion or
properly resolved returns process, resulting in the delivery of
customers' expectations. This role creates and uses reporting from
various sources to review current situation, identify gaps and
areas of opportunity, develop and implement corrective and
preventative actions and measure results to continually enhance the
customer experience. Let's Grow Together Our mission is to live our
"at your side" promise and simplify and enrich the lives of our
customers, employees, and communities. "At your side" is more than
a slogan to us; it's the purpose we do our best to fulfill every
day. With a legacy spanning over a century, this is a great place
to launch or expand any career and push the boundaries of what
comes next. We're committed to achieving shared success, and we
provide opportunities for you to develop through experience,
exposure and education. Our people have always leveraged their
unique perspectives to keep us on the right track for a lasting
future. If you want to innovate, learn, and grow with a global
leader that builds products, services, and a company people love,
then we'll be "at your side" every step of the way. Order
Investigation and Resolution * Solve complex customer inquiries
through extensive research, a detailed understanding of processes,
systems, and practices * Maintain records of all internal and
external interactions in the appropriate database/system * Create,
prepare and distribute standard and customized reports * Become a
Subject Matter Expert (SME) in the functionality and utilization of
the fraud management system to investigate customer orders in
review status for processing or cancellation * Responsible for
PayPal correspondence, investigating and resolving any customer
order issues * Resolve billing discrepancies * Process SIR's to
investigate any order shipment discrepancies and take appropriate
corrective action * Identify and determine the root causes for
order errors to drive corrective and preventative actions Brother
Direct and Consumer Sales Order Management Process Improvement *
Develop documented procedures, policy and training materials *
Propose solutions and identify patterns and trends in customer data
through reporting solutions to minimize impact on the organization
and prevent recurrence * Present customer insights to key
stakeholders in team and one-on-one settings * Identify process
bottlenecks and inconsistencies to create efficiencies and make it
easy for our customers * Provide guidance, training, mentoring,
coaching and development Relationship Management * Manage projects
and cross functional communication with other Brother departments
including but not limited to sales, spare parts order management,
shipping/receiving warehouses and IT to process and fulfill
customer orders; providing accurate documentation and continual
communication to internal and external customers throughout the
process * Contribute towards building customer loyalty through
constant feedback * Manage and participate in process improvement
projects * Establish a high level of knowledge and leadership
support to the Customer Service vision and strategy Customer
Service * Research and investigate escalations of order inquiries *
Contact the customer and follow up with detail on the order * Enter
and/or edit orders for impacted customers * Process returns and
credits as needed for order escalations * Process Tax Exempt
certificate orders * Display knowledge on product specifications,
compatible accessories, pricing, availability, substitutes and
Where to Buy * Identify, and provide detailed information for
immediate order issues to the Customer Service Manager
Requirements: * Bachelor's Degree (or equivalent experience) *
Minimum 3 years of order management experience in an online retail
or contact center environment * Minimum 2 years of fraud detection
online retail, banking or contact center environment * Ability to
manage multiple projects/deadlines with minimal guidance * Advanced
MS Excel * Intermediate MS Word, PowerPoint, Outlook * Fiber or
cable high speed internet: -Minimum 25 Mbps download speed -Minimum
10 Mbps upload speed Brother Offers: * A competitive base salary *
Rich and comprehensive benefits package * Casual dress environment
* Tuition reimbursement: Up to 10k yearly * Access to learning and
development online and in-person classes Brother International
Corporation has earned its reputation as a premier provider of home
office and business products, home appliances for the sewing and
crafting enthusiast as well as industrial solutions that revo
Keywords: Brother USA, Memphis , Analyst, Consumer Direct Order & Credit Return, Professions , Memphis, Tennessee
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