Summary:  

The Customer Experience Representative must be able to handle customer problems and complaints and provide satisfaction for these issues in the best interest of both BrandsMart USA and the customer. Knowledge of BrandsMart USA return and exchange policies. Properly and accurately process customer returns of merchandise and exchanges. Assist in customer inquiries. In specific locations, receive and document customer merchandise for repairs and prepare for transport to the BrandsMart Service Corporation Center. 

Duties and Responsibilities: 

• Accept returns based on BrandsMart USA’s return and refund and exchange policies in accordance with the current policy for that item. 

• Greet each customer in such a way as to make the customer feel genuinely welcome. 

• Handle all customer problems and complaints.  All customer complaints or problems must be handled quickly and in a courteous and efficient manner. The Customer Experience Representative must be able to correctly identify a customer’s difficulty and be able to provide a solution with a minimum of direct supervision. 

• Answer customers inquiries.  All customer inquiries must be quickly and efficiently handled. Answers to customer inquiries requiring other departments must be carried out in such a manner as to inconvenience the customer as little as possible. 

• Properly and accurately process and document customer returns of merchandise and exchanges.  

• Knowledge of BrandsMart USA return and exchange policies. 

• Receive merchandise for repair.  In specific locations, receive and document customer merchandise for repairs. Accurately prepare transfer forms to track merchandise. Prepare merchandise for safe transport to the BrandsMart Service Corporation Center. 

Required Education, Experience, and Certifications:  

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities to accurately perform the above requirements. 

• Prior returns experience is required. Prior supervisory experience is preferred.  Prior public relations experience is preferred. 

• When a store is located in an area where a language other than English is necessary, fluency in that language will be a preferred skill, depending on the demands of the location. 

Required Skills and Competencies: 

• Ability to read English (or another language as may be required for one specific location) sufficiently to read invoices, repair orders, faxed requests and similar written materials. 

• Basic English language writing skills for completion of orders, request (inter Company and faxed requests) and other necessary correspondence as may be required. 

• Fluency in spoken English (or other language as may be required for one specific location) for communication with customers sufficiently to be understood and be able to accurately comprehend responses. 

• Basic math skills, including multiplication, addition, subtraction, and division, necessary to verify amounts and costs of and costs of repairs and parts and quantities as may be     required.  

• Occasionally the ability to grasp, lift or otherwise move goods weighing up to fifty pounds at a distance of twenty feet. 

• Sufficient manual dexterity in at least one hand to be able to operate all computer terminals and other electronic equipment and manually complete paperwork such as repair orders, transfers and customer inquiries.