Returns Operations Rep I

ABOUT FILSON

In 1897 C.C. Filson began outfitting prospectors headed for the Gold Rush with tools and apparel strong enough for the toughest spots on earth. More than 100 years later, Filson remains committed to providing pioneers of all fields around the world with unfailing goods made from the highest quality materials available. Filson recognizes that it takes a world-class team to make a world-class product. As we build on the Filson legacy of American craftsmanship, we are looking for individuals who share our dedication to innovation, excellence, and superior customer service. We don’t work in silos but rely on open collaboration. It’s a jackknife mentality – the ability to accomplish more than what’s asked of you – that defines our culture of versatility and perseverance. Our outfitter mindset is deliberate and strategic. We are a small company, on purpose. We’re the ones doing the work, from product design and marketing, to cutting, sewing, and restoration. With more than 125 years under our belt, we still have a start-up mentality. Driven by an independent spirit and an uncompromising attitude that demands we lead with conviction. 

ABOUT THE ROLE

As a Returns Operations Representative, you will be primarily responsible for executing specific tasks on a recurring basis to enable the department to function smoothly. You will be researching customer profiles as needed to accurately process and refunds, exchanges, and returns and effectively communicate with Customer Service on resolutions. One of our core values at Filson is customer satisfaction – and executing service promises efficiently and accurately is key to creating satisfied customers. This position requires the ability to adapt to change, to be creative, to communicate clearly, and to work inter-dependently with other members of the team.

RESPONSIBILITIES

• Maintain and perform specific queues of work to department standards as assigned by supervisors and Leads. This includes but is not limited to:
• Order cancellation, refunds, and exchanges
• Resolving partially fulfilled orders due to inventory discrepancies
• Resolving returned shipments
• Systemic Warehouse Transfers
• Evaluate returned items to determine Quality of goods.
• Must stay extremely organized.

• Provide proactive status updates via existing reports to involved parties
• Act as liaison to other departments for your specific operational issues.
• Participate in ongoing training, process improvement discussions and meetings as requested by supervisors and Leads.
• Other duties as assigned

QUALIFICATIONS

• High school diploma and some college education or equivalent work experience.

• 2 + years of experience in a fast-paced customer service environment.
• Strong experience working on computers; preference for those with Windows experience.
• Strong skills in problem-solving, written, and verbal communication.
• Fluency in writing and speaking the English language.
• Strong communications skills – verbal and written
• Strong ability to research topics and individuals with basic resources
• Able to think outside of the box and problem solve with scrutiny
• Prior project management skills and/or demonstrated organizational skills
• Prior accounting or AX systems experience related to expense tracking

 PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met of any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform those essential functions.

While performing the duties of this job, the employee is required to:

• Regularly sit and stand
• Use hands, fingers, and arms to use computers and other office equipment
• Use hands, fingers, and arms to lift, squeeze, pinch, grab products/items/supplies
• Reach up, across, or down to retrieve products and supplies
• See, talk, and hear
• Occasionally required to move or lift up to 20 pounds

Note: This job description is not meant to be all-inclusive.  Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination.  It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law.  Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.