Reverse Logistics Support Specialist

Why VerifoneFor more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located.What's Exciting About the RoleAs a Reverse Logistics Support Specialist at Verifone, you’ll be the go-to resource for customers navigating the repair and return process for their Verifone devices. You’ll manage inbound requests through email and work queues, track repair status across our vendor network, and deliver clear, timely updates that keep our customers informed and confident. This is a great opportunity to build deep knowledge of Verifone’s products, repair operations, and logistics processes, and to grow within a global payments company!Skills and Experience We DesireMonitor and manage inbound customer repair requests via email and work queues, ensuring timely and accurate responses.Track repair order status through internal systems and third-party vendor portals; provide proactive updates to customers.Research and resolve customer inquiries related to repair timelines, return authorizations (RMAs), shipment status, and billing discrepancies.Coordinate with repair vendors, logistics teams, and internal stakeholders to gather information and resolve open issues.Escalate complex or unresolved issues to the appropriate team members while keeping the customer informed throughout.Maintain accurate records of all customer interactions, case notes, and resolutions in the ticketing system.Pull and review basic reports to identify trends, open cases, or aging requests that need attention.Support continuous improvement efforts by flagging recurring issues and sharing feedback with the team.Assist with invoice review and discrepancy resolution for repair and reverse logistics transactions as needed.Create and process Return Merchandise Authorizations (RMAs) on behalf of customers, ensuring accurate entry and proper routing through the repair workflow.Support special projects and initiatives as assigned, including process improvements, system transitions, or customer-specific repair programs.Identify and resolve data accuracy issues within repair and logistics systems that may impact order processing, reporting, or customer communications.Participate in customer-facing calls to provide repair status updates, explain repair processes, and help address customer feedback while partnering with operations management to develop and communicate resolution plans as needed.Qualifications3 years of experience in a customer service, operations support, or administrative role, preferably in a logistics, repair, or technology environment.Strong written communication skills; comfortable handling high-volume email correspondence professionally and clearly.Organized and detail-oriented with the ability to manage multiple open cases simultaneously.Comfortable working in systems and tools - experience with ticketing platforms, CRM, or ERP systems a plus.Basic proficiency in Microsoft Excel or Google Sheets for tracking and reporting.Self-motivated and able to work independently within a defined process.Positive, customer-first mindset with a steady, professional communication style.Fluent in English (written and spoken).Our commitmentVerifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.