About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Returns Support Coordinator acts as the primary liaison between Inside Sales and Returns Departments, ensuring seamless communication and operations. This role involves processing return orders, delivering exceptional customer service, maintaining relationships with vendors and internal teams, and utilizing resources to track products and invoices. The ideal candidate will proactively research and resolve issues, build strong relationships to support process improvements, and continuously seek opportunities to optimize returns handling through collaboration and problem-solving.

Role Description

• Serve as the primary liaison between the Inside Sales and Returns Departments to facilitate seamless communication and operations.

• Process return orders for sales representatives and monitor their progress to ensure timely product returns.

• Deliver exceptional customer service and support to both internal and external stakeholders.

• Cultivate and maintain professional relationships with vendors, partners, and internal teams such as the Enterprise Solutions Group, Purchasing, and Accounting.

• Utilize appropriate resources to track products, invoices, credit memos, and product availability within the Returns Department.

• Communicate effectively with Inside Sales Representatives to ensure they can provide up-to-date information and world-class support to customers.

• Proactively research and resolve issues to enhance the efficiency of the returns process.

• Build strong internal and external relationships to support process improvements and efficiency in returns handling.

• Ensure clear and consistent communication with all relevant parties to maintain transparency and process efficiency.

• Continuously seek opportunities to optimize the returns process through collaboration and problem-solving.

Behaviors and Competencies

• Follow-Through: Can demonstrate a willingness to complete assigned tasks and responsibilities on time.

• Detail-Oriented: Can demonstrate an ability to follow instructions and complete tasks as assigned.

• Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.

• Willingness to Learn: Can demonstrate interest in learning new things and seeks opportunities for personal and professional development.

• Adaptability: Can demonstrate a willingness to accept feedback and adjust to new tasks or changes in the workplace.

• Planning: Can demonstrate a willingness to plan tasks and responsibilities when assigned.

• Organization: Can maintain a clean and organized workspace and follow simple organizational systems when assigned.

• Time Management: Can understand the importance of time management and strives to prioritize tasks to meet deadlines.

• Self-Motivation: Can demonstrate a willingness to take on tasks and responsibilities independently when assigned.

• Communication: Can communicate simple ideas and information clearly.

Skill Level Requirements

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently – Basic

• Experience in utilizing video conferencing platforms, hosting virtual meetings, managing participant interactions, and troubleshooting common technical issues preferred – Basic

• Familiarity in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting preferred – Basic

• Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth preferred – Basic

Other Requirements

• Completed High School Diploma, GED, or equivalent required

• Completed Bachelor’s Degree or relevant work experience preferred

The base salary range for this position is $32,000 - $45,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus, are $36,000 - $49,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status