Customer Service Returns Specialist

Customer Service Representative – Returns & Claims Specialist The Returns & Claims Specialist is responsible for managing all customer return requests and marketplace returns from initiation through resolution. This role serves as the primary point of contact for customers regarding returns, damaged shipments, defective merchandise, and carrier claims. The specialist works closely with customers, warehouse personnel, carriers, and manufacturers to ensure accurate documentation, timely processing, and exceptional customer service. Key ResponsibilitiesReturns Management Create and process Return Authorizations (RAs) for all marketplace and direct customer returns. Respond promptly to customer inquiries regarding return eligibility, procedures, and status updates. Verify return requests comply with company policies and manufacturer requirements. Document detailed return reasons and provide clear notes for warehouse receiving and inspection teams. Monitor return activity to ensure timely processing and resolution. Customer Support Communicate professionally with customers via phone, email, chat, and marketplace messaging platforms. Ask appropriate diagnostic questions to determine the root cause of return requests. Gather and document all relevant information, including product issues, shipping concerns, and customer feedback. Provide customers with return instructions, shipping labels, and resolution options as needed. Claims Administration Investigate shipping damage, lost shipments, and delivery issues. Create claims cases. Collect required documentation, including photos, proof of delivery, invoices, and customer statements. Manufacturer Coordination Contact manufacturers regarding defective products, warranty claims, replacement requests, and product quality concerns. Obtain replacement authorizations, credits, or technical guidance when appropriate. Maintain documentation of manufacturer communications and resolutions. Documentation & Reporting Maintain accurate records of all return requests, claims, credits, and resolutions. Identify trends in returns, damages, and product defects and communicate findings to management. Assist with reporting and analysis to improve product quality, customer satisfaction, and operational efficiency. Ensure all activities comply with company policies and service standards. Qualifications High school diploma or equivalent required; associate degree preferred. 2+ years of customer service, returns processing, claims administration, or related experience. Experience with e-commerce, marketplace platforms, or order management systems preferred. Strong written and verbal communication skills. Excellent problem-solving and investigative abilities. Detail-oriented with strong organizational and documentation skills. Ability to manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Office and customer service software systems. Preferred Skills Knowledge of shipping carriers and claims processes. Experience working with manufacturers and warranty programs. Familiarity with marketplace platforms such as Amazon, Walmart, eBay, or similar channels. Ability to de-escalate customer concerns and resolve issues professionally. Pay: $16.50 - $17.50 per hour Expected hours: 40.0 per week Benefits: 401(k) matching Dental insurance Health insurance Health savings account Paid time off Retirement plan Vision insurance Work Location: In person

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