Returns & Warranty Associate

UPLIFT Desk•Austin, TX

4d•Onsite

About The Position

At UPLIFT Desk, we’re not just building ergonomic workstations—we’re shaping how people work and live. As the ecommerce industry leader in height-adjustable desks, we’ve grown by delivering innovative, customer-focused solutions that promote health, productivity, and well-being. Our success is rooted in our core values: Customer Obsession, Innovation, Accountability, and Results Oriented. As a Returns & Warranty Associate, you will thrive in a high-velocity warehouse environment, serving as the bridge between our customers and our Logistics, Customer Service, and Sales teams. In this dynamic role, you will receive and process inbound returned merchandise, investigate the root cause of warranty claims, and deliver seamless solutions via email and phone. Because this role balances daily performance targets for new customer interactions alongside ongoing case management, you must be a proactive problem-solver who can work efficiently, manage your inbox effectively, and prioritize competing demands to ensure high customer satisfaction.

Requirements

An analytical “detective” mindset who can use their daily findings to provide valuable feedback to management
2+ years of customer service experience in a fast-paced warehouse environment
Strong proficiency with Google Workspace, including Gmail, Sheets, Docs, and Drive, with the ability to maintain records, analyze quality data, and prepare reports
Strong organizational, attention-to-detail, and problem-solving skills, with a willingness to perform hands-on warehouse work, including inspections, rework, picking, packing, receiving, and material handling.
A proactive team player with a strong work ethic and the ability to communicate effectively with interdepartmental teams to resolve complex customer issues

Nice To Haves

Experience in reverse logistics or merchandise returns
Proven track record of 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 deep understanding of return & warranty policies to provide customers with accurate information in a timely manner
Assist customers with inquiries regarding damaged or missing items to ensure a swift and satisfactory resolution
Communicate with customers primarily via email, utilizing effective de-escalation methods during challenging interactions as needed
Manage customer transactions and execute inventory movements utilizing the company’s ERP database and warehouse management system (WMS)
Communicate effectively with internal teams to ensure seamless coordination regarding customer transactions and order statuses
Pick, pack, and ship replacement parts and orders out to customers accurately and efficiently
Perform general warehouse duties, including material handling, breaking down boxes, and stretch-wrapping pallets
Work efficiently with a strong sense of urgency to maintain a high level of productivity and drive customer satisfaction
Process returned merchandise by unboxing and inspecting contents to verify item accuracy and condition
Assist with picking, packing, receiving, material handling, and other warehouse and fulfillment duties as needed to support daily operations

Benefits

A merit-based environment that rewards growth and accomplishment regardless of seniority
Generous paid time off
4% 401K company matching with instant vesting (after one year)
Excellent group health insurance available to employees and dependents, including domestic partners (medical plan, 2 dental plans, and a vision plan to choose from)
Flexible spending account (FSA) for health care and child care costs
Company-paid & Supplementary Life Insurance; Long-term & Short-term disability
Free UPLIFT Desk (after one year)
50% discount on all UPLIFT products
Free healthy (and not so healthy) snacks and drinks
On-the-job training and skills development
A supportive and engaging work culture that promotes healthy living