TruTech Tools, LTD Returns Technician Mogadore, OH · Full time

Apply for Returns Technician

TruTech Tools, LTD is a leading online retailer specializing in tools and test instruments for Heating, Ventilation, Air Conditioning, and Refrigeration (HVAC/R) Technicians. We also cater to technicians conducting energy audits and assessing building performance, including indoor air quality.

Responsibilities of the return technician include:

- Provide exceptional customer service, cultivating strong customer relationships and ensuring repeat business by promptly and accurately addressing customer inquiries.

- Offer basic product application education to customers.

- Utilize technical and mechanical expertise to troubleshoot and resolve customer issues, minimizing product returns and maintaining customer satisfaction.

- Process customer returns, documenting any defects, and coordinate with accounting and finance to ensure accurate product inventory and issue credits to the appropriate parties.

- Manage the return process with manufacturers, including processing RMAs and resolving any noted concerns.

- Ship products following manufacturer protocols, track delivery status, and demonstrate knowledge of shipping procedures and software.

- Possess a comprehensive understanding of manufacturer warranty policies.

- Communicate and collaborate effectively with internal departments.

- Respond promptly to customer inquiries via various communication channels.

- Possess or be willing to learn about the products and processes in the industries we serve.

- Educate customers about product features that meet their specific applications.

Qualifications:

Education:

- High school diploma, GED, or equivalent is required.

Experience:

- Familiarity with Microsoft Suite (Word, Excel, etc.), an ERP system, and other software programs.

- Strong written, verbal, and interpersonal communication skills.

- Background in HVAC/R tools is highly preferred.

- Previous customer service experience is advantageous.