Hybrid Order & Returns Solutions Specialist

Aston Carter; United States; Hybrid; USD 31,000 - 44,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability insurance

HSA

Transit benefits

Time Off/Leave

Job summary

Aston Carter in Seattle, WA is seeking a Customer Solutions Associate for a hybrid role with three in-office days (Tue–Thu) from 6:00 a.m. to 2:30 p.m. You will own orders end-to-end, resolve SLA issues, and advocate for customers across the Order to Cash process.

The role demands strong communication, problem-solving, and data-entry skills, with 2 years of customer service experience and a preferred undergraduate degree. Benefits and team structure noted.

Qualifications

• 2 years of customer service experience in any setting, including retail.
• Problem-solving skills and the ability to think quickly.
• Tech-savvy with the ability to adapt to changes.
• Undergraduate degree strongly preferred.
• 2 years' experience in Order Management, Distribution, Inventory Management, or related fields preferred.
• Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook).
• Proficiency in SAP, BW, and Business Objects preferred.
• Excellent written and verbal communication skills.
• Excellent analytical aptitude with a proven ability to analyze and interpret data.
• Well-organized, methodical thinker with excellent decision-making skills.
• Strong and creative problem-solving skills.
• Ability to work independently with minimal supervision.

Responsibilities

• Receive and submit orders on behalf of customers.
• Identify and resolve demand capture failures within defined SLA.
• Regularly monitor open orders according to the Daily Activity Schedule.
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency, such as maximizing payload and grouping or splitting orders.
• Contact customers regarding Out of Stock or Stock Allocation issues.
• Collaborate with the Order Fulfillment team to resolve issues preventing delivery note creation.
• Contact customers and propose resolutions if issues are identified post-delivery note due to transportation or warehousing issues.
• Be the principal customer contact for capturing, creating, and registering all return requests.
• Assess compliance of Return Requests according to Market Return Policy Conditions.
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds.
• Validate returned products are in sellable condition and ensure all relevant documentation is provided for analysis of credit or debit value.
• Coordinate destruction or donation of goods when physical return is not warranted.
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason codes and correct pricing prior to billing.
• Analyze reasons for refusals and contact customers to propose mitigation actions.

Skills

Customer service

Order entry

Data entry

Multitasking

Communication

Problem solving

Time management

Education

Undergraduate degree

Tools

SAP

BW

Business Objects

Job description

Aston Carter in Seattle, WA is seeking a Customer Solutions Associate for a hybrid role with three in-office days (Tue–Thu) from 6:00 a.m. to 2:30 p.m. You will own orders end-to-end, resolve SLA issues, and advocate for customers across the Order to Cash process.

The role demands strong communication, problem-solving, and data-entry skills, with 2 years of customer service experience and a preferred undergraduate degree. Benefits and team structure noted.