Analyst, Consumer Direct Order & Credit Return

Company: Brother USA
Location: Memphis
Posted on: January 13, 2021

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