Returns Operations Coordinator

Tuckernuck•Washington, DC

22h•$58,000 - $62,500•Onsite

About The Position

The Returns Operations Coordinator will support day-to-day operations across the returns lifecycle, with a focus on accurate refund processing, exception handling, and maintaining a smooth customer experience. This is an entry-level role that works closely with the Omnichannel Operations Senior Manager to keep returns workflows running efficiently and on time. The Returns Operations Coordinator will also collaborate cross-functionally with the Customer Service, Finance, and Operations teams to support reporting, process documentation, and continuous improvement efforts.

Requirements

0–1 year of customer service, eCommerce operations, retail, or similar experience
Exposure to or interest in eCommerce order management systems
Proficiency in Google Sheets or Excel; comfort learning new tools and platforms

Nice To Haves

Experience in warehouse environments or ERPs is a plus
Highly organized with strong attention to detail.
The maturity to deal with sensitive information professionally.
Comfort in dealing with new technology and systems.
Empathy, energy, kindness, accountability, and adaptability.
Stellar problem-solving skills.
Positive attitude driven by an entrepreneurial spirit.

Responsibilities

Process refunds for returns exceptions accurately and in a timely manner, ensuring refunds move through the correct channels and refund SLAs are met with no backlog.
Manage and reconcile units in the Returns Reconciliation tool. Flag issues to the Returns team and help keep volume at a minimum.
Enter clear, accurate notes into internal systems documenting return exceptions reasons, customer feedback, and next steps.
Process manual returns and update the warehouse exceptions tracker on a regular basis.
Support the management of the warehouse tracker, escalating 3rd Party returns as needed.
Share observations and patterns from day-to-day work to help the team identify recurring issues and opportunities for improvement.
Respond to escalated or complex return inquiries, identifying solutions that work for both the customer and Tuckernuck. Loop in the Finance team as needed.
Monitor CSAT feedback from the returns experience survey and follow up on negative responses in a timely manner.
Communicate returns process updates and best practices to the CX team, escalating systemic issues to management.
Serve as a resource to the CX team for returns-related questions, providing guidance on standard procedures.
Track and report on returns reconciliation trends, including a summary of why items are routed to the reconciliation tool.
Assist with cross-functional reconciliation needs as new returns initiatives are developed, in partnership with Ops, Finance, and Planning.
Identify and flag process gaps or inefficiencies, making recommendations for improvement to the Omnichannel Operations Senior Manager.