Customer Support Specialist - Returns
About The Position
The Customer Support Specialist - Returns (Returns Resolution) is responsible for managing customer return requests, warranty claims, credits, and return-related issues while delivering an exceptional customer experience. This role serves as a key liaison between customers and internal departments to ensure timely resolution of returns, disputes, and post-sale concerns. The ideal candidate is detail-oriented, customer-focused, and skilled at problem-solving. This position requires strong communication abilities, the capability to manage multiple priorities, and a commitment to providing professional and efficient service.
Requirements
- Strong customer service and problem-solving skills
- Ability to manage multiple cases and priorities simultaneously
- Strong attention to detail and organizational skills
- Excellent verbal and written communication skills
- Ability to work independently and collaboratively across departments
- Strong sense of accountability and follow-through
- Strong computer proficiency
- Ability to multi-task in a fast-paced environment
- Strong organizational and time-management skills
- Attention to detail
- Effective problem-solving abilities
- Excellent communication skills
Nice To Haves
- Experience using CRM, ERP, or customer support systems preferred
- Experience handling customer escalations or dispute resolution is a plus
Responsibilities
- Manage customer return requests, warranty claims, and return-related inquiries
- Review and process return authorizations, credits, and related documentation
- Investigate customer concerns and coordinate resolutions with internal departments
- Serve as a primary point of contact for customers regarding return and warranty issues
- Track and monitor open return cases through completion
- Coordinate with Warehouse, Shipping, Production, Quality, Accounting, and Sales teams to resolve customer issues
- Process credits, refunds, and adjustments in accordance with company policies
- Maintain accurate records and detailed case documentation within company systems
- Communicate status updates and resolutions to customers in a timely and professional manner
- Escalate complex issues when necessary to ensure prompt resolution
- Identify recurring issues and recommend process improvements
- Support departmental objectives focused on customer satisfaction and operational efficiency
- Perform other duties, tasks, or work as assigned
Benefits
- Medical, dental, and vision coverage starting Day 1 of employment
- 15 PTO days
- Paid company holidays
- Company-paid short-term and long-term disability
- Company-paid life insurance
- 401(k) with company matching
- Free onsite gym
- year-end bonus plan based on individual and company performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
