Returns Specialist

Tommy's • Holland, MI

13d • Onsite

About The Position

Tommy’s is seeking a Returns Specialist to serve as the central hub of communication for returns and warranty-related parts and equipment. The role processes customer returns, refunds, and exchanges; inspects returned items; maintains inventory; and responds to customer inquiries and complaints related to returns. The specialist coordinates the returns process from receipt through completion, provides customer support, evaluates returned goods, works across departments, and maintains accurate records.

The position is based in a professional office environment. Tommy’s emphasizes an in-person culture. Office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.; the team member typically works 40 to 45 hours per week and may occasionally work a weekend or respond to evening calls or emails. The role uses standard office equipment and includes physical activities such as walking, bending, reaching, and lifting equipment weighing up to 30 pounds.

Requirements

• High school diploma or GED.
• Two years of experience in customer service.
• Strong communication skills.
• Process-oriented, collaborative approach and ability to communicate and manage well at all organizational levels and across departments.
• Strong organizational and time-management skills, including the ability to multitask and prioritize workload.
• Adaptability, problem-solving and critical-thinking skills, and the ability to exercise good judgment and make sound data-backed decisions.
• Integrity, dependability, urgency, and results orientation.
• Customer-care focus and a positive can-do attitude.
• Initiative and drive to identify and address gaps.
• Ability to work and commute in all weather conditions.
• Ability to communicate, listen, detect, converse, discern, convey, express oneself, and exchange information effectively.
• Ability to walk, bend, twist, turn, stoop, climb steps, reach, and use hands and fingers.
• Ability to work in a fast-paced, multitasking environment and remain stationary for 50% of the time.
• Ability to operate a computer and office productivity machinery, such as a keyboard, copy machine, and printer.
• Ability to move and lift equipment weighing up to 30 pounds.

Nice To Haves

• Car wash knowledge.

Responsibilities

• Manage the returns process from receipt to completion, including initiating Return Material Authorizations, coordinating return shipping, and approving warranty claims.
• Provide timely and accurate customer support regarding returns, exchanges, and product-related issues.
• Inspect and test returned goods to determine condition, identify defects, and decide on appropriate next steps.
• Coordinate with customer service, sales, installation, warehouse, and finance departments to support efficient return operations.
• Investigate and resolve customer claims and disputes, escalating major issues to management when necessary.
• Maintain accurate data entry and records and follow company policies throughout the returns process.
• Perform other duties as assigned; duties and responsibilities may change at any time with or without notice.

Benefits

• Base pay and eligibility for an annual profit-sharing bonus.
• Full insurance package, including health, dental, vision, life, disability, and Employee Assistance.
• Dependent Care FSA with on-site daycare options.
• 401(k) match and complimentary financial planning services.
• Paid time off and paid holidays.
• Continued education opportunities and tuition assistance.
• Learning and development program.
• Opportunities for internal growth.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED