Why This Position Exists Within Our Organization:

The Returns department plays a critical role in our organization. They are responsible for maintaining and providing the customer with a positive experience during the return process regardless of the reason. The Warehouse Return Associate is responsible for making sure all returns are reviewed and processed in a timely manner based on the standards set forth by our organization. It is critical that everyone in the Returns department understands that accuracy, urgency, and attention to detail is an integral part of their daily responsibilities. Additional responsibilities for this position include, but are not limited to:

General

· Self-Starter

· Takes initiative

· De-escalation skills

· Ability to efficiently multitask

· Ability to work under pressure, and meet designated timeframes

· Adhere to company objectives

· Maintain an open line of communication with management

· Physical Demands:

o Repetitively lift/move up to 35 pounds, and frequently lift/move up to 75 pounds

o Frequently stand/walk for long periods of time

o Stoop, kneel, crouch

o Sit, climb and balance

· Maintain all safety standards

· Maintain a neat and organized facility

· Communicate with the sales & technical support team

· Communicate with shipping and receiving department

· Communicate with order processing, purchasing, product development and accounting team

In addition to the above you may be asked to support other departments based on workload, special tasks, or company initiatives. The responsibilities for those will be laid out by your direct manager, unless otherwise specified at that time.

Day to Day Duties – Include, but are not limited to:

RMA Processing

· Review inbound deliveries and isolate RMAs to designated area

· Review Zendesk for all communication relating to RMAs, delivery issues, carrier claims, and vendor returns then determine required course of action

· Open, review, and inspect contents of return, and document findings

· Take photos

· Cross-check physical RMA to RMA record in NS to confirm accuracy

· Review and carry-out requested resolution

· Create and email prepaid return labels to customers

· Address package delivery issues

· Work with carriers to recall packages

· Manage carrier claims

· Communicate with team members via Slack, email, and phone

· Prepare and manage merchandise for return to Vendor

· Log used merchandise for web team

Quality Control

· Perform Quality Control checks on SKUs

· Printing and understanding quality checklists

· Notate and log quality issues

· Move stock after QC is complete to open stock

Work Orders

· Monitor Work Order queue

· Complete all work orders

· Put away finished goods

Knowledge & Continual Learning

As a part of the Warehouse department, you will be required to continually develop and maintain your knowledge of all operating systems which include but are not limited to: NetSuite, Ship Station, FedEx Ship Manager, Slack, MS Office, and testing software. This may require your attendance at training seminars on or off site with carriers and/or management staff.

Standards based, Collaborative Environment (overview)

High Point Scientific’s customer service philosophy stems from our ability to have a highly productive, positive, and collaborative Warehouse team. As an integral part of this team, you maintain the standards set forth by this philosophy, while growing High Point Scientific in a positive, productive direction. It’s imperative that our dedication to providing the best customer experience is upheld, and being part of the Warehouse team, you play a key role in growing the astronomy community.

Professional Standards & Behavioral Requirements For The Position

Professional Standards

· Demonstrate respect & care for the company’s reputation as it is our biggest asset.

· Understand that it is our people that build our reputation and are the stewards of it.

· Always provide exceptional service.

· Take responsibility for your actions.

· Treat High Point’s team members and vendors as you would want to be treated.

· Take ownership of mistakes & learn from them.

· Ask for help when you don’t understand a problem or a request.

· Take initiative

Behavioral Trait Requirements

· Honest

· Empathetic

· Understanding of context

· Personable

· Friendly

· Patient

· Thorough

· Organized

· Positive

· Analytical

· Problem solving

High Point is a company made up of amateur astronomers, night sky enthusiasts, and talented professionals, all with a shared mission to bring you the wonder of the cosmos. Each member of our team knows that having access to real people to answer your questions can make all the difference when purchasing your first telescope, or your next one, which is why we come to work each day ready to lend our support and help you achieve your goals under the night sky. Scroll down to learn more and meet some of our team!