Customer Support Specialist - Returns

Key Responsibilities

• Manage customer return requests, warranty claims, and return-related inquiries
• Review and process return authorizations, credits, and related documentation
• Investigate customer concerns and coordinate resolutions with internal departments
• Serve as a primary point of contact for customers regarding return and warranty issues
• Track and monitor open return cases through completion
• Cook up with Warehouse, Shipping, Production, Quality, Accounting, and Sales teams to resolve customer issues
• Process credits, refunds, and adjustments in accordance with company policies
• Maintain accurate records and detailed case documentation within company systems
• Communicate status updates and resolutions to customers in a timely and professional manner
• Escalate complex issues when necessary to ensure prompt resolution
• Identify recurring issues and recommend process improvements
• Support departmental objectives focused on customer satisfaction and operational efficiency

Qualifications

• Strong customer service and problem-solving skills
• Ability to manage multiple cases and priorities simultaneously
• Strong attention to detail and organizational skills
• Excellent verbal and written communication skills
• Ability to work independently and collaboratively across departments
• Strong sense of accountability and follow-through
• Knowledge & Skills Required: Strong computer proficiency, ability to multi-task in a fast-paced environment, strong organizational and time-management skills, attention to detail, effective problem-solving abilities, excellent communication skills, experience using CRM, ERP, or customer support systems preferred