The Returns Specialist plays a critical role in ensuring smooth customer interactions related to product returns, repairs, and service coordination. This position requires a combination of excellent customer service skills, technical knowledge, system knowledge and attention to detail.

Base Pay Range 25.00/hr - 32.00/hr

We will be accepting applications until a final candidate is identified.

The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.

QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS software-based audio, video and control Ecosystem.

By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.

Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators.

QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

Customer Service Excellence:

Provide exceptional customer service, aiming to exceed customer expectations.
• Handle inquiries, complaints, and requests related to product returns and repairs.
• Communicate professionally and empathetically with customers via phone, email, or chat.

RMA Creation and Management:

• Initiate and process RMAs for service returned products.
• Ensure accurate documentation of RMA requests, including reason codes and relevant details.
• Coordinate with warehouse or logistics teams for product returns and replacements.
• Follow up on open RMAs to make sure the RMA cycle time is managed and customer communication is taking place.
• Improve process and systems to improve customer experience and automate communication where possible.
• Helps manage Salesforce cases that are directed to 3rd party service centers.

KPI Reporting:

• Generate and maintain Key Performance Indicator (KPI) reports related to RMA processing.
• Monitor turnaround times, resolution rates, and customer satisfaction metrics.
• Use data insights to improve processes and enhance customer experience.
• Technical Knowledge and Systems Proficiency:
• Maintain a strong knowledge base of Service policies and product warranties.
• Utilize Salesforce and Oracle systems for order processing, tracking, and communication.

Collaboration and Teamwork:

• Work closely with cross-functional teams, including credit, logistics, and technical support.
• Foster positive relationships with colleagues to ensure seamless customer experiences.

• At least 3 years of customer service experience
• Familiarity with RMA procedures and processes
• Proficiency in Microsoft Office (especially Excel and Outlook)
• At least 2 years of experience in SalesForce and Oracle
• Dependable and reliable and take ownership of solving customer problems
• Consistent in follow-ups, being organized and stay focused in gather relevant details to ensure a smooth and seamless process
• Fast learner and adaptable
• Excellent verbal and written communication skills in English
• Strong time management, organizational, and multitasking abilities