Coordinator, Returns Experience

Lovesac Company•Stamford, CT

12d•Remote

About The Position

As a Returns Experience Coordinator, you are responsible for accurately and efficiently creating order adjustments and return authorizations and ensuring a seamless returns experience for customers. This role requires strong attention to detail, adherence to return policies, and proactive follow-up on all exchanges until items are successfully received. The ideal candidate will be highly organized, customer-focused, and capable of managing multiple tasks in a fast-paced environment. This position is remote. Candidates must fully reside in the United States at all times during employment and should have the ability to travel as needed.

Requirements

High-School Diploma or equivalent required.
2+ years of experience in returns processing, order management, or a related customer service role.
18 years of age or older.
Strong attention to detail and accuracy in data entry and order adjustments.
Excellent organizational and time management skills to track and follow up on exchanges.
Strong problem-solving abilities and ability to work collaboratively with cross-functional teams.
Experience using order management systems and FedEx shipping tools preferred.
Effective communication skills with the ability to provide clear updates to customers and internal stakeholders.
Must be able to work flexible hours including evenings, weekends and holidays.
Bilingual/multilingual skills preferred.
Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
Proficiency in CRM and order management platforms required.
Proficiency in NetSuite preferred.
Proficiency in Gladly preferred.
Must be able to answer and respond to telephone calls up to 95% of workday.
Must be able to handle customer concerns and grievances and find solutions to ensure satisfaction.
Exemplify each of our Lovesac values, at all times, be results driven and utilize knowledge to meet or exceed key performance indicators (KPIs), goals and deadlines.
Must be able to work flexible hours including evenings, weekends and holidays.
Must be able to travel using various forms of transportation, as required by the Company in its sole discretion, for meetings and conferences held either at our offices or offsite (i.e. quarterly team connection weeks, companywide meetings, vendor visits, store visits).
Must comply with all policies and procedures outlined in the Lovesac Employee Handbook and work collaboratively with fellow employees, treating all clients, both internal and external with dignity and respect at all times.
Must demonstrate excellent judgment, integrity, and trustworthiness in managing financial transactions, handling sensitive business and customer data, customer privacy and ensuring the comfort and safety of persons and property.
Must be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor.
This position requires the following actions on more than an occasional basis; bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, climbing.

Nice To Haves

Bilingual/multilingual skills preferred.
Proficiency in NetSuite preferred.
Proficiency in Gladly preferred.

Responsibilities

Accurately process returns and order adjustments in accordance with company policies, ensuring timely resolutions.
Generate and distribute FedEx return labels correctly, verifying accuracy to prevent shipping issues.
Monitor and track all exchanges, following up with customers and internal teams to ensure returned items are received and replacements are processed promptly.
Provide clear and professional updates on return status, exchange progress, and any necessary next steps.
Ensure all returns align with company policies and guidelines, addressing discrepancies as needed.
Investigate and resolve return-related issues, collaborating with internal teams and logistics partners when necessary.
Maintain accurate records of all return transactions, adjustments, and follow-ups for auditing and reporting purposes.
Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our products/service
Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
Demonstrates competencies in customer focus, problem solving, relationship building influencing and results focus.
Handle escalated customer concerns, ensuring timely resolution and customer satisfaction.
Collaborate with internal teams, including operations and logistics, to ensure seamless order fulfillment and service delivery.
Maintain accurate records of customer interactions and transactions using CRM software.
Handles all customer service issues professionally to achieve a collaborative resolution.
Able to identify issues and determine when to appropriately escalate.
Assists the team and management with projects and tasks as needed.
Maintains inventory integrity through accurate processing of all POS transactions (i.e., sales, returns and exchanges) providing accurate information to clients.
Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac values and organizational requirements.
Perform any other reasonable duties for this role as requested by management.