Customer Returns Coordinator

Glen Raven Custom Fabrics, a global leading manufacturer of performance fabrics, is currently seeking  a candidate for Customer Returns Coordinator. 

Frequently lifts up to 75 lbs. is required.

 Essential Duties:

A:  All Areas:

Follow company policies, safe work practices, prevent injury to yourself and other associates.

Report any unsafe work conditions or any work related injury to your supervisor immediately.

B:  Customer Returns:

Make contact with receiving/supply room to obtain returns.  Transfer samples/fabrics to the Technical Services area for analysis.

Insure all returns have been entered into JOMAR and assigned an appropriate RA#.  Accurate records should be maintained regarding the date of receipt and the condition in which the samples/fabric arrives. The date each return is received and the appropriate claim status should be logged into JOMAR daily.

Utilize the Technical Services workspace, measuregraph and laboratory testing equipment for evaluation of the samples/fabric based on grading standards and performance characteristics of our fabrics.  A basic understanding of ASTM and AATCC test methods as well as specific applications for the fabrics is necessary.  

With the assistance of the Sunbrella Care Service Manager and the Sunbrella Care Specialist, provide a complete, accurate and unbiased analysis of the return.  Advise the Sunbrella Care Team of all findings and determine the appropriate response to the claim.

With the assistance of the Sunbrella Care Service Manager and the Sunbrella Care Specialist, provide appropriate feedback to customers regarding the analysis of results of warranty claims which may include before and after photos of the item returned as well as a recommended resolution.

Proper disposition fabric rolls/samples following the analysis.  Coordinate the return, shipment, transport, or disposal of the fabric/samples.  Package and rebook all roll goods returned to inventory by utilizing the Internal Receipt function within the Jomar system to obtain new roll/case numbers.

Notify the appropriate manufacturing department of any fabrics that may require additional internal processing or reinspection. Properly identify fabrics prior to being transferred to other departments. Maintain communication with operations to insure fabrics are corrected and meet quality standards.

Properly label and identify any fabrics being returned to outsourced suppliers for rework or chargebacks. Document all roll information as well as the corresponding RA# which will be provided to the Sunbrella Care Specialist for purpose of communicating with the supplier and the transfer of fabrics.

Assist Technical Services and Quality Assurance with the coordination and reinspection of breakdown requests requiring fabrics to be pulled from inventory. Insure fabrics are properly identified with the correct style/pattern and meet quality standards.

C:  Other Duties

Consolidate information and provide accurate data to the Sunbrella Care Service Manager and Sunbrella Care Specialist.

Assist the Sunbrella Care Specialist with the ongoing development of cleaning procedures and products.

Perform various industry standard test methods in the Quality Assurance Fabric Lab (IE: Hydrostatic Pressure, Rain, Spray tests, Bond strength of Welded fabrics, Release points using Oven).

*Perform to the best of your ability duties not directly associated with your job as required provided it is not in violation of company policy, unethical, unsafe or unlawful.

Education

• High School Education
• IICRC Upholstery Fabric Cleaning Certification, which would not be a preliminary requirement but that such training would be anticipated for someone holding that position.

Experience

• Textile experience preferred

Key Skills

• Must fully comprehend inspection standards and understand written warranties.
• High degree of communication skills.
• Must maintain a good working relationship and open lines of communication with the entire operations team.
• Fully understand Care and Cleaning instructions relating to the various fabric products and ability to apply cleaning methodology in regards to warranty claims

Physical

• Frequently lifts up to 75 lbs