Skills & Competencies for Returns Clerk II
Returns Clerk II job profile
Book a Demo and Receive a Sample Job ProfileJOB SUMMARY for Returns Clerk II
Processes all repairs and returns in a timely manner.
JOB RESPONSIBILITIES for Returns Clerk II
Schedules, submits and initiates supplier returns in accordance with standard procedures. Records related data and supplier policies during future reporting process.
Returns Clerk II SALARY RANGE
BASE 50%
$40,552
TOTAL 50%
$41,267
Job Level
A02
Job Code
SM15000414
Education/Degree
Associate's Degree
Reports To
Supervisor or Manager
Returns Clerk II Skills and Competencies List
8 general skills or competencies (Job family competencies) for Returns Clerk II
1
Job Family Competencies –
Customer Complaint Resolution
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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2
Job Family Competencies –
Customer Escalation Management
Proficiency Level -2
Level 1 Behaviors
(General Familiarity)
Lists most common reasons for customers seeking escalation.
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Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
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Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams in identifying steps to deescalate customer issues and concerns.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
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Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
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3
Returns Clerk II
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Clerk II
Proficiency Level - 4
5
Competency for -
Returns Clerk II
Proficiency Level - 5
8 soft skills or competencies (core competencies) for Returns Clerk II
1
Core Competencies –
Standard Operating Procedures (SOP)
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Lists the typical processes of SOP development.
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Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
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Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
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Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
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Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
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2
Core Competencies –
Self-Motivation
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Explains the importance of self-motivational skills in our workplace.
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Level 2 Behaviors
(Light Experience)
Shows initiative in taking on new responsibilities to expand knowledge and gain experience.
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Level 3 Behaviors
(Moderate Experience)
Follows SMART principles to set high but realistic goals.
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Level 4 Behaviors
(Extensive Experience)
Researches communication techniques and work styles to determine ways to help our employees motivate themselves.
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Level 5 Behaviors
(Mastery)
Stays current in new reward schemes to boost our employee's competitiveness and retain top talents.
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3
Returns Clerk II
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Clerk II
Proficiency Level - 4
5
Competency for -
Returns Clerk II
Proficiency Level - 5
Summary of Returns Clerk II skills and competencies
There are 0 hard skills for Returns Clerk II.
8 general skills for Returns Clerk II, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Returns Clerk II, 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 II, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Self-Motivation, and be skilled in Attention to Detail.
8 general skills for Returns Clerk II, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Returns Clerk II, 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 II, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Self-Motivation, and be skilled in Attention to Detail.
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