Juan Pino

• Process various returns and assign to different team members such as: Partial Refunds and full Refunds, Undelivered, Order Cancel, Damaged Items, Wrong items, Chargeback, Overbill/Overcharge.
• Navigate DataTrax, Paypal or Fiserv return system efficiently to assure that returns are processed quickly and effectively, to meet daily return goals.
• Maintain and improve mechanisms for executing the returns and refund process.
• Receive refund order and accurately review the summarized information left by the customer service team to determine what refund/return is necessary for each client
• Review data collected on excel sheet for daily returns to summarize for weekly and monthly reviews for accurate record and data collection
• Maintain the SLA to always provide an excellent KPI
• Create different excel formulas and calculators in order to streamline the return process for quicker results
• Collaborate with relevant departments to process returned merchandise and accessories back into inventory, ensuring accurate stock levels
• Updating Customer Service on returns/refunds so that they may update the client in return
• Supervise and track various team members work to assure maximum efficiency and quality in work
• Provide necessary one on one training to team members on DataTrax system, excel sheets, formulas, the mechanisms of the warehouse and other software or websites used to process returns
• Ensure compliance with Monat's requirements for return authorization, labeling, and documentation
• Train and mentor other refund/return departments from other countries

• Validate the information previously provided by the returns team to mitigate errors.
• Competently use tools to process refunds such as: Datatrax, Paypal and Fiserv.
• Be proficient in mathematics in order to provide an accurate refund.

Open the returned packages and inspect the items to know the condition (used, defective and good or if the order is still on guarantee or not), find the client information and the order then save this information in an Excel spreadsheet.

• Build and maintain strong relationships with new and existing clients
• Achieve and exceed sales targets and KPIs
• Provide feedback to management regarding customer needs and market conditions
• Drive to the different locations of the clients

• Monitor stock levels and ensure the right amount of product is available to meet customer demand.
• Create attractive product displays that enhance the shopping experience and drive sales.
• Organize the products by FIFO.
• Updated pricing and signage to complete product displays and educate customers.