Description
Draft and manage customer-facing written communications to resolve inquiries about orders, returns, billing, credits, damages, and service issues. Gather and verify information, coordinate with internal teams, and prepare accurate, timely correspondence via email or letter to ensure clear resolutions and customer satisfaction.
- • Prepare customer correspondence and documents for order inquiries, returns, refunds, billing issues, damage claims, and service complaints.
- • Compile correspondence metrics and customer issue data for periodic reports.
- • Explain policies, terms, and procedures clearly in writing.
- • Review incoming emails, web forms, and letters to determine customer needs and next steps.
- • Send acknowledgment messages confirming receipt of customer inquiries.
- • Proofread and format outgoing communications; route for approval when required.
- • Maintain organized digital and physical records of all customer correspondence.
- • Retrieve account, order, and shipment records to support responses; verify completeness and accuracy.
- • Use approved templates and form letters to address common requests.
- • Escalate or route cases to appropriate departments and track follow-up.
- • Draft personalized responses for complex matters such as replacements, damage claims, credits, delinquent accounts, and disputed charges.
- • Record and reconcile payments, refunds, and credits associated with correspondence.
- • Calculate fees, adjustments, or shipping costs and request payment authorization when needed.
- • Prepare and send documents, replacements, or return labels; arrange certified or tracked mail as needed.
- • Coordinate with operations, billing, and logistics to confirm feasibility and timelines for customer requests.
- • Enter and track orders, replacements, and RMAs initiated via correspondence.
- • Compile customer specifications for special orders and communicate requirements to production.
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Financial Services
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
