Position Summary:
The HyperX eCommerce/RMA Coordinator will be responsible for HyperX Shop order emails/queries throughout EMEA and related tasks to support the webstore business as well as approving and processing RMA claims from end users and partners.
Essential Functions:
Deal with incoming emails from customers and internal departments regarding all shop queries; respond to their requirements in an efficient and timely manner to ensure customer satisfaction and maintaining service levels.
Ensure to become proficient with the various tools/apps required.
Communicate with fulfilment companies and other contacts with regards to shipments, tracking information and Back orders.
Release 'on hold' orders during promotions/Sales.
Check stock regularly to be able to satisfy customer requests promptly. Advise Supply chain team where necessary.
Arrange reshipment's of products in case of lost or mis-shipments. Deal with Shop returns e.g. shipment of new parts or request of refunds.
Deal with address amendments and order cancellations as requested by customer as well as giving updates on order and return status.
Approve and process RMA claims for end users as well as partner claims.
Participate in regular hands-on product training to increase product knowledge.
Regularly review and update regional email templates used.
Perform other...