Specialist, Customer Assurance Returns

About Us

Ubique Group is a digital-forward, consumer-driven powerhouse featuring an expansive portfolio of furniture brands. With over 20 years of building multiple brands from inception to success, Ubique Group offers a wide assortment of furniture solutions and furnishings that represent a perfect balance of form, function, and style. We anticipate marketplace trends, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey. Ubique Group is a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion individual capabilities and the collective power of the team, extending that commitment to our surrounding families and communities.

Responsibilities

• Provide excellent customer service to customers and dealers by resolving high-priority damages, defects, warehouse errors, and carrier issues that arise after freight leaves our distribution centers.
• Manage return cases within Salesforce CRM, including processing return requests, tracking return status, and validating return data for accuracy.
• Handle product claims within Salesforce CRM to ensure customers receive appropriate resolutions.
• Maintain and ensure all return and claims processes and procedures are followed, providing proper resolutions.
• Review and reconcile return data to identify trends, discrepancies, or errors, and communicate findings to relevant departments.
• Coordinate with warehouse, logistics, and carrier teams to confirm return receipt, condition, and disposition of returned product.
• Provide proactive and professional communication with customers/dealers via email and call-based software.
• Correspond with other departments to foster awareness and data-driven resolutions for products, return trends, or issues.
• Manage email inbox to ensure timely resolution of all issues.
• Assist in gathering critical data on high-priority issues, return volume, and products.
• Provide in-depth analysis of claims and returns to ensure all issues are properly reviewed before resolutions are provided.

Requirements

• High school diploma or equivalent.
• Customer service experience preferred.
• Experience with returns processing, logistics, or order management is a plus.

Skills

• Ability to communicate effectively, verbally and in writing.
• Ability to establish and maintain effective working relationships with employees and customers.
• Ability to follow written and verbal instructions.
• Strong attention to detail, particularly when reviewing and reconciling return data.
• Experience using Salesforce or other CRM platforms to manage customer interactions, cases, and order-related inquiries preferred.
• Working knowledge of Office Suite (Outlook, Word, Excel, Teams).
• Ability to multitask, prioritize competing case types (returns and claims), and conduct research.
• Comfort working with data sets and spreadsheets to track and report on return activity.
• Proficient keyboarding skills.
• Strong time management skills.

Benefits

• Major medical, dental, and vision benefits available from day one with no waiting period.
• Company-paid life insurance and Employee Assistance Program.
• 401(k) with company match.
• Employee discount on Ubique Group products.
• 9 paid holidays plus 1 floating holiday per year.
• Up to 13 accrued PTO days per year.