Job Details

Customer Service/Credit & Returns Rep

  2021-10-04     Threshold Enterprises, Ltd.     23 Janis Way / Scotts Valley  

Established in 1978, Threshold Enterprises is an industry leader in the manufacture and distribution of award-winning Source Naturals® and Planetary Herbals™ nutritional supplements. Our vision is to be the solutions provider for our consumers’ desire to enjoy optimal health and well-being by providing fine quality dietary supplements and nutritional education. Headquartered in Scotts Valley, CA we also have locations in Santa Cruz, Watsonville, and Winchester, Virginia, employing over 600 team members.

Summary of Job Duties:  The Customer Service Representative attracts customers by answering product and service questions; suggesting information about other products and services. Process return orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Specific Job Duties:

  1. Troubleshoot customer order discrepancies and correct as needed.

  2. Handle customer complaints, identify issues, solve problems and escalate to management when needed.

  3. Answer order and product specific questions from the sales department, customers and other co-workers.

  4. Track missing orders and schedule new return orders with customers and shipping companies.

  5. File claims with shipping companies.

  6. Maintain accurate records of incoming and outgoing calls with their resolutions.

  7. Issue Credit Memo’s to customers and set them up to apply to specific documents when requested.

  8. Contact customers by phone and email to ensure all needed data has been provided.

  9. Set up and maintain email distribution lists in computer system for automated shipment and invoice notification.

  10. Verify and update customer information as well as add in new customers into computer system.

  11. Perform all other tasks as assigned by Threshold management.

Minimum Qualifications Required:

  1. At least 6 months recent experience in customer service, call center, sales or a related field

  2. Previous experience in a job that required extensive phone communication and the ability to quickly extract needed information over the phone while using the computer.

  3. Previous RMA experience dealing with all aspects of issuing and processing returns and credits

  4. Experience using multi-phone line system.

  5. Experience using Microsoft Word, Excel and Access Databases with typing speed of minimum 40wpm

  6. Previous work experience that involved alpha/numeric filing, basic math and organization

  7. Strong written and verbal communication skills and the ability to speak, write and read English fluently

  8. Excellent typing with minimum 40wpm and data entry experience

  9. Ability to sit and use the computer and telephone for an 8-hour workday

  10. Experience working with Amazon and/or Whole Foods or applicable experience.

Skills and/or Training Desired:

  1. Experience working with all common shipping carriers with knowledge of LTL shipments.    

To APPLY, visit our website, or come see us at 19 Janis Way, Scotts Valley.

Do not contact this company in solicitation of any product or service.

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