MemphisRecruiter Since 2001
the smart solution for Memphis jobs

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Professions Jobs


CDL-A Owner Operator, No Touch Freight
Description: Join the Panther Premium Logistics-- team for an exciting opportunity with competitive
Company: Panther Premium Logistics
Location: Southaven
Posted on: 01/19/2021

Warehouse Package Handler
Description: Job Description Auto req ID: 263105BR Job Summary FedEx Ground is an essential
Company: FedEx Ground PH US
Location: Southaven
Posted on: 01/19/2021

Warehouse - Early A.M.
Description: Auto req ID: 263222BR br Job SummaryFedEx Ground is an essential business that needs people to help us support the economy, handling life-saving medications and other items that keep our communities (more...)
Company: FedEx Ground
Location: Southaven
Posted on: 01/19/2021


CDL-A Regional Owner Operator Truck Driver
Description: Job Description Local CDL-A Regional Owner Operator OTR Truck Driver Jobs.
Company: Gulf Winds
Location: Southaven
Posted on: 01/19/2021

Class A CDL - Over-the-Road (OTR) Truck Driver
Description: Job DescriptionOver-the-Road truck drivers earn up to 0.48 per mile starting pay and choose from a variety of home time options in this CDL driving job traveling within 1000 miles of West Memphis AR. (more...)
Company: Schneider
Location: Southaven
Posted on: 01/19/2021

Class A CDL - Team Truck Driver
Description: Job DescriptionTeam truck driver compensation is among the highest in Schneider's fleet. Earn up to 0.57 per mile starting pay. Truckers will average 5000 miles per week with choice to run more or (more...)
Company: Schneider
Location: Southaven
Posted on: 01/19/2021

CDL A TRUCK DRIVERS!
Description: CDL A TRUCK DRIVERS 53 CPM with 2,000 Miles a Week 1,200 Sign On Bonus Let GetGo Transportation prove that our drivers can earn the income they deserve
Company: GetGo Transportation
Location: Southaven
Posted on: 01/19/2021

Owner Operator Truck Driver - Local and Regional Runs!
Description: Owner Operator WANTED - Great Home Time XPO is ahead and running consistent freight volumes. We need hardworking Independent Contractors like you to join our team As an Independent Contractor to XPO, (more...)
Company: XPO Logistics
Location: Southaven
Posted on: 01/19/2021

Have a CDL and looking for something better?
Description: Hiring CDL drivers in your area. Apply once and choose a trucking job that works for you. Get home when you want to, and get paid what you deserve Available
Company: Live Trucking
Location: Southaven
Posted on: 01/19/2021

Class A CDL - Local Night Intermodal Truck Driver
Description: Job DescriptionTruck drivers earn up to 65,000 per year and get home daily in this Local Intermodal CDL driver position. Intermodal truckers haul 100 no-touch freight containers -- 70 drop-and-hook (more...)
Company: Schneider
Location: Southaven
Posted on: 01/19/2021

Log In or Create An Account

Get the latest Tennessee jobs by following @recnetTN on Twitter!

Memphis RSS job feeds