Skills & Competencies for Returns Clerk I
Returns Clerk I job profile
Book a Demo and Receive a Sample Job ProfileJOB SUMMARY for Returns Clerk I
Processes all repairs and returns in a timely manner.
JOB RESPONSIBILITIES for Returns Clerk I
Schedules, submits and initiates supplier returns in accordance with standard procedures. Records related data and supplier policies during future reporting process.
Returns Clerk I SALARY RANGE
BASE 50%
$37,535
TOTAL 50%
$38,358
Job Level
A01
Job Code
SM15000413
Education/Degree
Associate's Degree
Reports To
Supervisor
Returns Clerk I Skills and Competencies List
8 general skills or competencies (Job family competencies) for Returns Clerk I
1
Job Family Competencies –
Customer Complaint Resolution
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Explains the flow of the customer complaint process from intake to customer resolution.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
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Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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2
Job Family Competencies –
Customer Escalation Management
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Knows how to use the escalation matrix to identify escalation level for resolution.
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Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
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Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
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Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
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Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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3
Returns Clerk I
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Clerk I
Proficiency Level - 4
5
Competency for -
Returns Clerk I
Proficiency Level - 5
8 soft skills or competencies (core competencies) for Returns Clerk I
1
Core Competencies –
Standard Operating Procedures (SOP)
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Identifies our internal and external sources for the SOPs we need.
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Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
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Level 3 Behaviors
(Moderate Experience)
Maintains the accuracy of SOPs to provide consistent guidance in our workplace.
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Level 4 Behaviors
(Extensive Experience)
Leverages the use of SOPs to solve business and operation problems.
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Level 5 Behaviors
(Mastery)
Keeps abreast of industry regulation and its effect on our internal SOPs.
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2
Core Competencies –
Self-Motivation
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Distinguishes the differences between intrinsic and extrinsic motivators.
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Level 2 Behaviors
(Light Experience)
Seeks recommendations and advice to improve future work processes and refine own competency gaps.
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Level 3 Behaviors
(Moderate Experience)
Develops a high-quality relationship with other motivated people.
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Level 4 Behaviors
(Extensive Experience)
Recognizes employees' achievements and milestones with word praises to encourage continued performance.
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Level 5 Behaviors
(Mastery)
Shares innovative motivation techniques and exercises to boost self-motivation within our business.
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3
Returns Clerk I
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Clerk I
Proficiency Level - 4
5
Competency for -
Returns Clerk I
Proficiency Level - 5
Summary of Returns Clerk I skills and competencies
There are 0 hard skills for Returns Clerk I.
8 general skills for Returns Clerk I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Returns Clerk I, Standard Operating Procedures (SOP), Self-Motivation, Attention to Detail, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Returns Clerk I, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Self-Motivation, and be proficient in Attention to Detail.
8 general skills for Returns Clerk I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Returns Clerk I, Standard Operating Procedures (SOP), Self-Motivation, Attention to Detail, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Returns Clerk I, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Self-Motivation, and be proficient in Attention to Detail.
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