Returns Management Supervisor

Description Company Summary:

Connections Academy, a "school without walls" is a virtual educational program serving K-12 students in a non-classroom-based environment. A Parent/Learning Coach along with a certified Teacher work with students using a standards-based, online/offline hybrid curriculum supported by a host of web-based technology tools and resources. This is a unique opportunity to be part of an exciting new schooling model that leverages new technologies, capitalizes on recent policy initiatives and creates alternative teaching and learning options for students, parents and teachers.

Job Description:
The Returns Management Supervisor is a “working” supervisory position that oversees the CA returns process for all company issued materials and products. This individual is responsible for leading the group that initiates this process by following documented procedures that have been created for effective and timely return of CA property. The RM Supervisor will regularly telephone CA families for routine and escalated issue resolution and will provide and promote a strong customer service focus, alternative returns options, and outstanding telephone ethics. The RM Supervisor will handle escalations while ensuring returned product is tracked through all methods and delivery systems through the receipt process. The RM Supervisor will manage this process in a timely manner with minimal risk of loss to CA property using quality monitoring and measurements. This position is located in the Elkridge, Maryland office.


Responsibilities:
• Promote and implement effective phone contact with CA families
• Handle escalated calls while adhering to company policies and procedures
• Manage returns process defined by documented policies and procedures
• Accurately update CA proprietary systems and maintain internal asset management system
• Provide reporting and analysis of departmental goals and metrics
• Progress report on employees for performance evaluations
• Research and resolve user-related issues regarding collection process of outstanding products
• Effective use of communication tools ensuring internal control problems/issues/concerns are communicated on a timely basis to management
• General office and clerical duties as necessary

Requirements Requirements:
• 3+ years supervisory and strong phone experience in Customer Service/Collections/RMA
• Excellent verbal/written communication/organizational skills with strong customer service orientation
• Attention to detail; self-directed; self-starter; expert problem solver; ability to work independently and with a team maintaining a strong work ethic; ability to promote positive work atmosphere
• Ability to think “outside the box” and provide alternative solutions for issue resolution
• Ability to meet deadlines and balance multiple projects under fast-paced technology-based environment while maintaining business customer focus
• Extensive experience using MS Office Suite
• Strong analytical and troubleshooting skills
• Flexibility in schedule to meet the needs and demands of the dynamic workload
• Bachelor's degree in a business or related field desirable
• Experience in UPS World Ship and new software products desirable