CFC Returns Operative

The Distribution team manages the receipt, temporary storage, configuration, and redistribution of goods according to client requests. The Distribution team, from the distribution centres, also manages the client satisfaction levels for all orders placed in EMEA for shipment to any approved global territory.

The Client Returns team continually strives to improve the customer experience for both internal and external clients, and endeavours to expand new and existing client accounts by devising clear returns strategies, ensuring the successfully delivery of client objectives, and nurturing and developing client relationships.

The CFC Returns Operative serves as the primary point of contact for post-sales client requests and returns. The CFC Returns Operative is responsible for ensuring Insight's clients receive high quality support, and also seeks to maximise the value clients derive from our technology and cloud-based solutions. Day-to-day activities include answering clients returns enquiries, managing returns cases, and working with relevant teams in order to improve the quality of Insight's client services and products.,

• Ensure Insight continually provides a high-quality client service by responding to and managing client queries, returns, and complaints in a timely and efficient manner by using the appropriate communication channels.


• Process all incoming queries in relation to hardware/software client returns and faulty items.


• Authorise goods and return requests in line with Insight's terms and conditions.


• Authorise goods, software, and return requests in line with distributors, manufacturers and or publishers terms and conditions.


• Raise goods and return requests on behalf of clients when necessary.


• Ensure compliance with all company policies and procedures by conducting investigations and applying effective problem-solving techniques.


• Maintain accurate records of client interactions, and file documentation where necessary.


• Adhere to and follow communication procedures, guidelines, and policies.


• Research, document, and adjust internal/external errors related to client returns.


• Provide an excellent internal and external client service to all stakeholders.


• Work closely with clients to understand challenges and own processes through to resolution.


• Organise and follow up on an ongoing basis any issues related to assigned action items.


• Work in close partnership with Distribution & Integration teammates.


• Facilitate communication between the Sales, Finance, Operations functions, and clients.


This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.


• High level of written and spoken English -Personable, responsible, and self-motivated


• Fully conversant with Microsoft Office suite (Outlook, Excel, and Word) -Excellent working knowledge of computerised finance systems


• Excellent attention to detail, problem solving skills and ability to resolve complex issues -Ability to simplify and explain complex issues to a range of audiences


• Ability to assume responsibility for assignments and to perform them in accordance with minimal supervision -Experience of working within a globally diverse environment, showing an understanding of and keen interest in equality, diversity, and inclusion


• Ability to develop friendly, positive, and supportive relationships clients, and to provide them with excellent service -Ability to plan, organise and prioritise workload, including coordinating with others to ensure statutory and other deadlines and targets are met


• Demonstrates a high level of honesty and integrity -Ability to engage and quickly establish strong working relationships
  
  Insight is a Fortune 500-ranked global provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage, We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there's a reason our average employee tenure is over 6 years.


We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.