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Lead Refund Order Processor

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
United States - Illinois Remote

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood.  We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

The Lead Refund Order Processor will be a highly motivated and experienced professional who will enhance the quality of returns and refunds.  This will be a self-directed individual, with a clear vision of a customer service culture, and the ability to execute.  The position is located remotely with some expectations of travel to Dyson offices.  This position reports to the Sales and Service Optimization Supervisor and provides day to day processing and analysis of all Dyson Direct Refunds.  This person will also support in leading the refund team, both internally and outsourced through coaching where needed, as well as ongoing training. 

About the Role:

  • Process a consistent level of refund requests daily for all direct channels including but not limited to Dyson.com, Dyson Service Centres, Dyson Demo Retail Stores, eBay, Amazon, PayPal, Worldpay, Call Center, marketplaces, and others.
  • Verify and process all partial refunds including price matching
  • Submit necessary requests for manual refund checks
  • Investigate all questionable refund requests and provide feedback to requesting agent
  • Investigate shipping and tracking issues by using UPS tracking number, shipping reports or working directly with Regional Administrator
  • Respond to and follow up with our customers who reach out directly for refunds
  • Support with fraud review and drive communications to reduce non-Dyson returns
  • Provide cross-functional support as needed including but not limited to Canadian and Mexican refund requests, Canadian and Mexican unplanned returns, Dyson Demo Retail Store credits and Dyson Service Center credits
  • Provide refund escalation support
  • Report any trends or issues you see as they come up
  • Support daily and ADHOC reporting and dashboard publication of refund SLA maintenance
  • Proactively measure return metrics and propose changes or plans to push efficiency and improvements
  • Relish opportunities to pick up new activities that fall broadly in the purpose of the role
  • Take initiative to think outside the box and identify opportunities for improvement
  • Identify problems and find solutions

About You:

  • Maintain a superior attendance and punctuality record
  • Maintain a consistently high level of productivity
  • Align daily activities to fulfil Dyson business objectives
  • Demonstrate resilience and adaptability in a continuously changing work environment
  • Own the impact of decisions and actions
  • Support all team members in achieving department goals
  • Exercise sound judgment in all interactions
  • Two to five years of Administrative/Support experience preferred, preferably in a Customer Service environment
  • High School Diploma or equivalent required
  • Knowledge of customer relationship management software (CRM) and payment systems (Worldpay, Amazon, PayPal) preferred
  • Ability to understand the Dyson brand and uphold its integrity
  • High level of customer service orientation required—a desire to help or serve others, to identify and meet their needs
  • Ability to work occasional weekends, holidays, and over-time as needed
  • Strong written, verbal and interpersonal communication skills
  • High level of computer literacy including intermediate level experience with Microsoft Excel, and basic level experience with Word and PowerPoint
  • A meticulous approach to planning and organizing including a proven ability to prioritize tasks and meet strict deadlines
  • Proven ability to build and maintain strong relationships with people at all levels of a business
  • Knowledge of Dyson products would be a distinct advantage

Benefits:

US FT Benefits Package

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

  • 401K with up to a 4% match
  • Company paid Life Insurance and AD&D
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
  • Pre-tax Commuter Benefits (applicable areas only)
  • Generous Child Care Leave Program
  • Wellness Program
  • Employee Assistance Program
  • Generous Dyson Product Discounts

Health benefits:

  • Multi-Level Healthcare Coverage Options
  • Vision & Dental Coverage
  • Company paid Short-Term and Long-Term Disability


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.