Bornquist, one of the premier Manufacturer’s Reps in the Chicagoland area, has built dominant brand name recognition for every product that it represents in the Commercial, Industrial, HVAC, and Plumbing markets in Northern Illinois. We offer competitive pay, benefits, and a friendly work environment for all employees. We focus on professional development by providing the necessary training for all employees to remain up-to-date on all our manufacturers and current technologies.

We believe our employees and customers will recognize us as a leader in our industry and a valuable resource!

We invite you to apply to be a part of our winning team!

We are an Equal Opportunity Employer: disability/veteran.

Benefits: Medical (HMO, HSA & PPO options), Dental, Vision, Generous Profit Sharing and 401k Program, Short Term & Long Term Disability, Employee Assistance Program, Employee Discounts through ADP LifeMart/LifeCare, Paid Time Off

Position summary:

This position is responsible for receiving and processing RMA requests and purchase order acknowledgements. Duties include informing buyers of discrepancies in any elements of a PO such as pricing and ship dates and managing all aspects of an RMA request from the initial request to coordinating return of the material with the customer and vendor.

Duties and Responsibilities:

• Verifies purchase order acknowledgement information for correctness, checking it against original purchase order or previously obtained information.
• Processes non-warranty RMA requests working with Inventory/Order Processing Manager, sales, inside sales, warehouse, vendors and customers, as necessary, to ensure prompt resolution.
• Informs customers by email or telephone of pertinent RMA information, such as restock fees, special instructions, and disposition of material.
• Receives and responds to customer and sales’ inquiries regarding non-warranty RMA requests.
• Records debit, credit and return information in Tour de Force (TDF).
• Matches packing slips, credits, debits and invoices with original stock purchase orders.
• Files copies of all open and closed purchase orders, debit memos and RMA requests.
• Corresponds with vendors to expedite purchase orders or for overdue shipment status inquiries.
• Monitors Open PO, Open Line Item and Past Due Direct Shipment reports to ensure timely closure of POs and invoicing of customer orders.
• Matches ASME data reports to corresponding customer orders and mails report copy to the customer.
• Works with Inventory and Order processing Manager on special projects as required
• Performs other related duties as assigned by management.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Computer skills required:
  • Proficiency utilizing Enterprise software (Prophet 21 by Epicor) and CRM tool (Tour de Force). Training can be provided.
  • Computer proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general internet functionality.
• Other skills required:
  • Excellent customer service skills with a strong desire to go above and beyond to exceed customer expectations.
  • The ability to accurately assess customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
  • Communicating effectively verbally and in writing as appropriate for the needs of the audience.
  • The ability to listen to and understand information and ideas presented by others, both verbally and in writing.
  • The ability to express ideas and convey information clearly, simply and positively, both verbally and in writing.
  • Strong organizational skills and attention to detail.
  • Industry knowledge and technical aptitude a plus.

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands and Work Environment:

• Frequently required to stand, walk, and sit.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, or kneel.
• Continually required to talk or hear.
• Continually utilize visual acuity to read technical information and use a keyboard.
• Occasionally required to lift/push/carry items less than 25 pounds.
• Specific vision abilities required by this job include: close vision; distance vision; depth perception and ability to adjust focus.