Returns Coordinator

Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. We manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. TTI UK continues to grow in an established and stable market.

At TTI we continue to experience growth in the UK and an exciting opportunity has become available to join our Operational Team within After Sales. With an exceptional team to support you, you will have the confidence and resources to provide a professional Returns support to all our customers across our brands.

As part of our After Sales Returns team, you will play a vital role to our customers and external partners and will be fundamental in allowing the department to remain responsive and efficient for all our customers. You will be a point of contact for our colleagues seeking to resolve their customer queries, exchange requests, or returns as quickly as possible within the defined criteria.

You will be accountable for ensuring all requests are processed accurately, and records updated in a timely and efficient manner. Having good analytical skills, with the ability to manage data in Excel, or any of our operating systems will be key.

You will have effective communication skills, with the ability to professionally manage key working relationships. You will be a team player with the ability to collaborate effectively across departments. An ability to understand processes and policies ensuring an efficient service is maintained for all our customers.

You’ll be organised, have strong communication skills, and have the ability to adapt to ever changing demands and needs.

Main Responsibilities:

• Build relationships with key internal and external stake holders, ensuring that returns are processed correctly and efficiently.
• Acting as a point of contact for B2C colleagues for queries in relation to credit requests for returns
• Coordinate return requests, approving or rejecting in line with company’s returns policies and consulting with customers.
• Ensure a high level of customer satisfaction through professional handling of product returns and exchanges.
• Coordinate return activities with customers and our distribution centres.
• Maintain our database of all product returns and exchanges.
• Verify all forms, reports and records relating to product returns, reconcile quantities returned with the return form ensuring all systems are kept up to date.
• Invoice creating for key accounts and data analytics monthly.
• Managing the warehouses outstanding returns and investigating with carriers on those outstanding receipts.
• Consolidating Key account returns back into the business

Skills Required:

• Good knowledge of After Sales Support within a Call Centre and After Sales Support environment
• Relevant After Sales Support experience in a similar industry
• Must have experience of Returns Processes within a customer service/operations environment.
• Knowledge of statutory requirements (Sales of Goods Act, Product Safety etc) is required.
• Highly competent with Excel and all MS Office packages
• Have strong organisational skills with the ability to prioritise.
• Ability to work under pressure, meet strict deadlines and manage changing priorities with a calm and focused approach.
• Strong attention to detail with the ability to check own work.
• Month End experience processing purchase orders and credits
• Self-motivated with ability to work on own initiative.
• SAP experience is required.