Reverse Logistics Support Specialist

Verifone•Clearwater, FL

About The Position

As a Reverse Logistics Support Specialist at Verifone, you’ll be the go-to resource for customers navigating the repair and return process for their Verifone devices. You’ll manage inbound requests through email and work queues, track repair status across our vendor network, and deliver clear, timely updates that keep our customers informed and confident. This is a great opportunity to build deep knowledge of Verifone’s products, repair operations, and logistics processes, and to grow within a global payments company!

Requirements

3 years of experience in a customer service, operations support, or administrative role, preferably in a logistics, repair, or technology environment.
Strong written communication skills; comfortable handling high-volume email correspondence professionally and clearly.
Organized and detail-oriented with the ability to manage multiple open cases simultaneously.
Comfortable working in systems and tools - experience with ticketing platforms, CRM, or ERP systems a plus.
Basic proficiency in Microsoft Excel or Google Sheets for tracking and reporting.
Self-motivated and able to work independently within a defined process.
Positive, customer-first mindset with a steady, professional communication style.
Fluent in English (written and spoken).

Responsibilities

Monitor and manage inbound customer repair requests via email and work queues, ensuring timely and accurate responses.
Track repair order status through internal systems and third-party vendor portals; provide proactive updates to customers.
Research and resolve customer inquiries related to repair timelines, return authorizations (RMAs), shipment status, and billing discrepancies.
Coordinate with repair vendors, logistics teams, and internal stakeholders to gather information and resolve open issues.
Escalate complex or unresolved issues to the appropriate team members while keeping the customer informed throughout.
Maintain accurate records of all customer interactions, case notes, and resolutions in the ticketing system.
Pull and review basic reports to identify trends, open cases, or aging requests that need attention.
Support continuous improvement efforts by flagging recurring issues and sharing feedback with the team.
Assist with invoice review and discrepancy resolution for repair and reverse logistics transactions as needed.
Create and process Return Merchandise Authorizations (RMAs) on behalf of customers, ensuring accurate entry and proper routing through the repair workflow.
Support special projects and initiatives as assigned, including process improvements, system transitions, or customer-specific repair programs.
Identify and resolve data accuracy issues within repair and logistics systems that may impact order processing, reporting, or customer communications.
Participate in customer-facing calls to provide repair status updates, explain repair processes, and help address customer feedback while partnering with operations management to develop and communicate resolution plans as needed.