Returns & Warranty Associate

UPLIFT Desk•Austin, TX

1d•Onsite

About The Position

At UPLIFT Desk, the Returns & Warranty Associate supports customers and collaborates with Logistics, Customer Service, and Sales teams in a fast-paced warehouse environment. The role receives and processes returned merchandise, investigates warranty claims, and resolves customer concerns through email and phone communication. It requires strong organizational skills and attention to detail, as well as balancing customer interactions with ongoing case management and productivity expectations. The position is full-time and regular, based in Austin, Texas, with a Monday–Friday schedule from 8 a.m. to 5 p.m. (40 hours per week). Compensation is $19.00 per hour.

Requirements

At least 2 years of customer service experience in a fast-paced warehouse environment.
Strong proficiency with Google Workspace, including Gmail, Sheets, Docs, and Drive, and the ability to maintain records, analyze quality data, and prepare reports.
Strong organizational and problem-solving skills and excellent attention to detail.
Willingness to perform hands-on warehouse work, including inspections, rework, picking, packing, receiving, and material handling.
Ability to communicate effectively across departments and work as a proactive team player.
Analytical mindset with the ability to identify trends and provide feedback to management.

Nice To Haves

Experience in reverse logistics or merchandise returns.
Experience testing returned components and logging technical data.
Experience managing inventory for warranty and replacement parts.
Ability to analyze defect trends and recommend practical process improvements.
Forklift certification or experience operating standard warehouse equipment.

Responsibilities

Maintain a strong understanding of return and warranty policies and provide customers with accurate, timely information.
Assist customers with inquiries about damaged or missing items and work toward swift, satisfactory resolutions.
Communicate with customers primarily by email and use de-escalation methods when needed.
Manage customer transactions and inventory movements using the company’s ERP database and warehouse management system (WMS).
Coordinate with internal teams to resolve customer transactions and provide accurate order status updates.
Pick, pack, and ship replacement parts and customer orders accurately and efficiently.
Perform general warehouse and fulfillment duties, including receiving, material handling, breaking down boxes, and stretch-wrapping pallets.
Work efficiently and with urgency to maintain productivity and customer satisfaction.
Unbox and inspect returned merchandise to verify item accuracy and condition.
Investigate returned merchandise and warranty claims, identify product defects, document findings, and report recurring issues to management.

Benefits

Generous paid time off.
4% 401(k) company matching with instant vesting after one year.
Group health insurance for employees and dependents, including domestic partners, with medical, dental, and vision plan options.
Flexible spending account for health care and child care costs.
Company-paid and supplementary life insurance.
Long-term and short-term disability insurance.
Free UPLIFT Desk after one year.
50% discount on UPLIFT products.
Free snacks and drinks.
On-the-job training and skills development.
A supportive and engaging work culture that promotes healthy living.
Merit-based environment that rewards growth and accomplishment regardless of seniority.