Specialist, Customer Assurance Returns

Join Our Dynamic Team at Ubique Group

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. At Ubique Group, our fingers aren't just on the pulse of the marketplace, we anticipate it, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey.

Ubique Group is more than a company; we are a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion the individual capabilities of our employees and the collective power of the team, and extend that commitment to our surrounding families and communities.

Position Summary

The Customer Assurance Returns Specialist will provide excellent customer service to our customers and dealers by resolving high-priority damages, defects, warehouse errors, and carrier issues that arise after the freight has left our distribution centers, with a primary focus on managing return cases and return data alongside a standard claims caseload.

Responsibilities/Expectations

• Ensures that our customers/dealers are provided with quality customer service at every step of their inquiry
• Effectively and efficiently manage return cases within Salesforce CRM, including processing return requests, tracking return status, and validating return data for accuracy
• Effectively and efficiently handle product claims within Salesforce CRM to ensure that the customer receives the appropriate resolution
• Ensures that all return and claims processes and procedures are maintained, and a proper resolution has been provided
• Reviews and reconciles return data to identify trends, discrepancies, or errors, and communicates findings to relevant departments
• Coordinates with warehouse, logistics, and carrier teams to confirm return receipt, condition, and disposition of returned product
• Provides first-class communication with customers/dealers by being proactive and professional via provided email and call-based software
• Professionally correspond with other departments within the company to foster awareness and data-driven resolutions for certain products, return trends, or issues that arise
• Manage email inbox to ensure all issues are addressed in a timely manner
• 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 to customers/dealers

Required Skills/Abilities

• 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 to include: Outlook, Word, Excel, and 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
• Time management skills

Education and Experience

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

Benefits

We offer a competitive benefits package that includes:

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

Ubique Group is an equal-opportunity employer.