Coordinator, Returns Experience

About Lovesac

We are a young-at-heart, fast-growing furniture company dedicated to helping people fill their homes with Total Comfort™. We design and innovate furniture solutions that are adaptable, washable, expandable, and delivered right to your door, allowing our customers to live the life they want. Our Designed for Life mission started with Sacs, a seat so much better than your classic beanbag made with repurposed Durafoam to reduce environmental impact while providing cloud-like comfort. From there, we expanded with Sactionals, a customizable modular sectional that can be endlessly rearranged. Our product line has grown, but our goal remains the same: to create truly adaptable, comfortable furniture that can be with you for life.

About Our Culture

At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big—what we call Top Ambition. We aim to excel within our industry and make a meaningful impact on the world. Above all, we’re driven by love and dedicated to promoting love and happiness in all aspects of our work. We prioritize work-life balance and flexible schedules to help people find fulfillment in their careers and lives.

About the Role

As a Returns Experience Coordinator, you are responsible for accurately and efficiently creating order adjustments and return authorizations while ensuring a seamless returns experience for customers. This role requires strong attention to detail, adherence to return policies, and proactive follow-up on all exchanges until items are successfully received. The ideal candidate will be highly organized, customer-focused, and capable of managing multiple tasks in a fast-paced, remote environment. Candidates must fully reside in the United States and be able to travel as needed.

Responsibilities

• Accurately process returns and order adjustments in accordance with company policies, ensuring timely resolutions.
• Generate and distribute FedEx return labels correctly, verifying accuracy to prevent shipping issues.
• Monitor and track all exchanges, following up with customers and internal teams to ensure returned items are received and replacements are processed promptly.
• Provide clear and professional updates on return status, exchange progress, and any necessary next steps.
• Ensure all returns align with company policies and guidelines, addressing discrepancies as needed.
• Investigate and resolve return-related issues, collaborating with internal teams and logistics partners when necessary.
• Maintain accurate records of all return transactions, adjustments, and follow-ups for auditing and reporting purposes.
• Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our products/services.
• Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
• Handle escalated customer concerns, ensuring timely resolution and customer satisfaction.
• Collaborate with internal teams, including operations and logistics, to ensure seamless order fulfillment and service delivery.
• Maintain accurate records of customer interactions and transactions using CRM software.
• Handle all customer service issues professionally to achieve collaborative resolutions.
• Identify issues and determine when to appropriately escalate.
• Assist the team and management with projects and tasks as needed.
• Maintain inventory integrity through accurate processing of all POS transactions (e.g., sales, returns, and exchanges).
• Complete training requirements to stay current on existing and new systems and products, grow skills, and maintain proficiency in Lovesac values and organizational requirements.
• Perform any other reasonable duties for this role as requested by management.

Requirements

• High-school diploma or equivalent required.
• 2+ years of experience in returns processing, order management, or a related customer service role.
• 18 years of age or older.
• Strong attention to detail and accuracy in data entry and order adjustments.
• Excellent organizational and time management skills to track and follow up on exchanges.
• Strong problem-solving abilities and ability to work collaboratively with cross-functional teams.
• Experience using order management systems and FedEx shipping tools preferred.
• Effective communication skills with the ability to provide clear updates to customers and internal stakeholders.
• Must be able to work flexible hours, including evenings, weekends, and holidays.
• Bilingual/multilingual skills preferred.
• Proficiency in Microsoft Office: Word, Excel, and PowerPoint.
• Proficiency in CRM and order management platforms required; NetSuite and Gladly preferred.
• Must be able to answer and respond to telephone calls up to 95% of the workday.
• Must be able to handle customer concerns and grievances and find solutions to ensure satisfaction.
• Must exemplify each of our Lovesac values, be results-driven, and utilize knowledge to meet or exceed KPIs, goals, and deadlines.
• Must be able to travel using various forms of transportation for meetings, conferences, vendor visits, and store visits (e.g., quarterly team connection weeks, company-wide meetings).
• Must comply with all policies and procedures outlined in the Lovesac Employee Handbook and work collaboratively with fellow employees.
• Must demonstrate excellent judgment, integrity, and trustworthiness in managing financial transactions, handling sensitive data, and ensuring customer privacy and safety.
• Must be able to move objects (including medium to large furniture items up to 75 pounds) and perform physical tasks such as bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, and climbing.

Qualifications

Lovesac Values:

• Core Values: Top Ambition, Willing to Sweep Floors, Grit.
• Table-Stake Values: Positive, Passionate, Collaborative, Flexible, Self-Starting, Self-Aware, Candid, Empathetic, Inclusive, Insatiable Learners.

Lovesac Core Competencies:

• Builds Customer Centricity
• Drives Remark-able Results
• Collaborates Effectively
• Makes Good Decisions
• Demonstrates Self-Awareness

Benefits

Eligibility and terms for all benefits listed are as outlined in Lovesac’s policy and plan documents.