Returns Customer Support Associate

Orbus • Woodridge, IL

7d

About The Position

The Returns Customer Support Associate serves as an ambassador for Orbus and manages customer return cases from initial contact through final resolution. This fast-paced role requires problem-solving, multitasking, attention to detail, and proactive communication to deliver a positive customer experience. The associate processes credits, replacements, rebills, and shipping reroutes, aiming for same-day resolution, and keeps customers updated by phone and email. The role also introduces customers to promotions, product updates, and alternatives, and coordinates with internal production teams to help ensure replacement orders are clear, manufactured, and shipped on time. Success is measured in part by an 80% or higher call-answer rate and an error rate of 0.25% or better. The position offers standard daytime shifts and may require occasional seasonal overtime during peak business periods.

Requirements

• Excellent verbal and written communication skills, with a professional and empathetic tone.
• Ability to multitask and prioritize in a fast-moving environment while maintaining attention to detail.
• Willingness to learn new software, tools, the Orbus product line, and manufacturing capabilities.
• Reliable and punctual, with the ability to manage a schedule accurately and complete daily tasks efficiently.
• Solutions-oriented, positive attitude in customer calls and internal meetings.
• Ability to work scheduled daytime shifts and be available for occasional seasonal overtime during peak business periods.

Responsibilities

• Manage customer return cases from initial contact through final resolution.
• Process credits, replacements, rebills, and shipping reroutes, aiming for same-day resolution.
• Provide customers with clear, proactive updates by phone and email.
• Serve as a primary customer contact through phone and email, with an emphasis on live telephone interactions.
• Introduce customers to promotions, product updates, and alternatives that may enhance their business.
• Coordinate with internal production teams to help ensure replacement orders are clear, manufactured, and shipped on time.
• Prioritize and complete daily tasks efficiently while maintaining accuracy.
• Meet performance expectations, including an 80% or higher call-answer rate and an error rate of 0.25% or better.

Benefits

• Comprehensive medical, dental, and vision plans.
• Generous paid time off.
• Paid company holidays.
• Predictable schedules with standard daytime shifts.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed