RETURNS CUSTOMER SUPPORT ASSOCIATE
About The Position
The Returns Customer Support Associate serves as an ambassador for Orbus, managing customer return cases and providing a positive, supportive experience. This is a dynamic, fast-paced role requiring multitasking, problem-solving, and collaboration with manufacturing, sales, logistics, and production teams. The associate owns customer solutions from initial contact through resolution, using phone and email to keep customers informed and working toward same-day resolutions. The role also includes introducing customers to promotions, product updates, and alternatives, and coordinating replacement orders to ensure they are clear, manufactured, and shipped on time. Success is measured in part by maintaining an 80% or higher call-answer rate and an error rate of 0.25% or better. The position follows predictable standard daytime schedules, with occasional seasonal overtime to support peak business periods.
Requirements
- Excellent verbal and written communication skills, using a professional and empathetic tone.
- Ability to multitask and prioritize in a fast-moving environment while maintaining attention to detail.
- Reliability and punctuality, including accurate schedule management and efficient completion of daily tasks.
- A positive, solutions-oriented attitude in customer calls and internal meetings.
- Willingness to learn new software, tools, the Orbus product line, and manufacturing capabilities.
- Availability to start work at the scheduled time and work 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 proactive customer updates by phone and email.
- Serve as the primary customer contact, with an energetic focus on live telephone interactions.
- Introduce customers to promotions, product updates, and alternatives that may benefit their business.
- Coordinate with internal production teams to ensure replacement orders are clear, manufactured, and shipped on time.
- Prioritize daily tasks efficiently while maintaining attention to detail and accurate work.
- Meet an 80% or higher call-answer rate and maintain 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.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
