RETURNS CLERK

Quality Gold, Inc. is a family-owned global company founded in 1979. We are headquartered in Fairfield, Ohio, and operate within the United States, Canada, and India. As a wholesale distributor and manufacturer, we offer more than 165,000 jewelry and gift products that are available to ship same day, and more than 150,000 items available via special order. We actively serve more than 15,000 retailers across the United States, its territories, and Canada.

At Quality Gold, we're not just about delivering high-quality solutions and services in the jewelry wholesale industry – we're about growth and innovation. As a company that's constantly expanding, we're at the forefront of technology, providing cutting-edge services to our ever-growing clientele. Our business has been built on a commitment to provide the largest selection of products, the best service, and the best value to our customers. We're looking for energetic and dedicated team players to contribute to our upward trajectory and play a key role in our journey towards even greater success.

BENEFITS: We offer a comprehensive benefits package that includes the following: 

Medical, dental, and vision insurance, company-paid life insurance, and short/long-term disability insurance are all available to you on the first month following your start date. Over two weeks of Paid Time Off (PTO) that starts accruing on your first day of employment and increases after six years of service. Company 401(K) program with company matching that you are eligible to participate in the first month following three months of employment. Profit sharing, supplemental insurance, adoption assistance, employee discount, referral program, employee assistance program, and more!

SUMMARY: Receive and process customer returns according to warranty specifications and company policy and apply credit to customer accounts.

ESSENTIAL FUNCTIONS:

• Sort and distribute daily packages by customer, e-commerce, refining, or any other department.  
• Log customer returns based on customer type into the company database to create a location based on the quantity and size of returned items.  
• Process small e-commerce customer returns, including identifying and inspecting products for accuracy and damage, applying the credit to the customer account, and determining if the product can be restocked or processed as damaged.
• Return the product to the appropriate location to be returned to stock and apply customer credit for refused and undeliverable packages.
• Create and file a Return Merchandise Authorization (RMA) for any consumer packages with problems or issues and distribute them to appropriate personnel.
• Assist with calls from customers as needed, and email customers when necessary to gather more information regarding returned items. 
• Write up customer repairs and estimates for possible repair work

• Regular attendance and compliance with the Company’s handbook policies and procedures.

SUPERVISORY RESPONSIBILITIES: No supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below represent the knowledge, skill, and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES:

• Basic Microsoft Excel skills.
• Knowledge of jewelry, including stone settings, precious metals, stones, weights, sizes, etc. or the ability to learn product information.
• Uses basic mathematics to solve problems.
• Alpha and numeric data entry skills.
• Organizational skills.
• Attention to detail.
• Ability to work in a team environment with independent responsibilities.
• Comfortable working with Company software system for processing returns.
• Critical thinking skills for identifying errors and resolving issues.
• Ability to read and understand English.
• Good verbal and written communication skills.
• Faxing, copying, scanning, and filing.
• Measurement skills.

PHYSICAL DEMANDS:

• Bending, twisting, reaching, grasping, pinching, stretching, standing, seeing, and walking.
• Significant time spent sitting or standing.
• Lifting small, medium, and large packages up to 40 pounds.
• Work with a computer and mouse for long periods of time.
• Use vision to identify products, see small print, and see color variations.

WORK ENVIRONMENT: The performance of this position will require the position to work in a temperature-controlled warehouse located in a secure area of the building.  Warehouse conditions include temperatures that may be hot or cool at certain times, dust and dirt from packages, and noise volume that may vary from fans, forklifts, conveyor belts, and machinery. 

Individuals working in the "secure area" must follow the Company's Secure Area Dress Code and Security policies and procedures.  All clothing must be free from metal, and no metal may be worn into the secure area of the building.  Any metal inside or outside the body due to a medical condition must be visually inspected, or reasonable accommodations may be made.

POSITION TYPE AND EXPECTED HOURS OF WORK: Monday through Friday from 8:00 a.m. to 4:30 p.m. or 8:30 a.m. to 5:00 p.m. with overtime and Saturday hours during peak times.

TRAVEL: 0% travel

REQUIRED EDUCATION AND EXPERIENCE:

•        High School Diploma, GED or related experience.

PREFERRED EDUCATION AND EXPERIENCE:

• Experience applying credits to customer accounts.
• One or more years of prior experience processing customer returns.
• Experience or extensive knowledge of jewelry products, including precious metal’s, stones, settings, sizing, etc.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

Quality Gold, Inc. prohibits discrimination and harassment of its employees or applicants based on a person’s age, disability, gender, gender identity or expression, sexual orientation, national origin, race, color, religion, veteran status, marital status, genetic information, or any other protected group status. 

OTHER DUTIES: This job description is not intended to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities.  Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Quality Gold participates in the Department of Homeland Security and Social Security Administration’s E-Verify program.  E-Verify