Returns Specialist

Returns Specialist

Tommy’s is looking for a Returns Specialist to serve as the central hub of communication for all returns and warranty-related parts and equipment. The Returns Specialist processes client returns, refunds, and exchanges, inspects returned items, maintains inventory, and handles customer inquiries and complaints related to returns — using strong communication, attention to detail, and organizational skills to resolve issues efficiently.

What can Tommy's offer you?

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

Position Responsibilities:

• Manage the entire returns process from receipt to completion, including initiating Return Material Authorizations, coordinating shipping of returns, and approving warranty claims.
• Provide timely and accurate support to customers regarding their returns, exchanges, and product-related issues.
• Inspect and test returned goods to determine their condition, identify defects, and decide on the appropriate next steps for the product.
• Work with other departments — including customer service, sales, install, warehouse, and finance — to ensure smooth and efficient return operations.
• Investigate and resolve customer claims and disputes, escalating major issues to management when necessary.
• Maintain accurate data entry and record-keeping, adhering to company policies throughout the returns process.
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

Position Qualifications & Candidate Attributes:

• High school diploma or GED.
• 2 years of experience within Customer Service.
• Strong communication skills.
• Car wash knowledge preferred.
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

Work Environment and Physical Demands:

This job operates in a professional office environment, as Tommy companies are committed to an in-person culture. Office operating hours are Monday through Friday from 8:00am - 5:00pm; on average the team member will work 40 to 45 hours per week and may occasionally work a weekend or respond to phone calls or emails in the evening. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

To successfully perform the essential functions of this job, team member must be able to:

• Work and commute in all weather conditions
• Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
• Work in a fast-paced environment where they will often be multitasking
• Remain in a stationary position 50% of the time
• Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
• Move and lift equipment weighing up to 30 pounds

Overview of Tommy Enterprises Companies:

Tommy's Express is an international franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy’s Express Operations consists of a number of corporately owned Tommy’s Express car wash locations across the country. This is a quickly growing operation with intentions to open or acquire several new locations per year through the launch of Tommy’s Express Capital, a new private fund strategy.

Tommy Car Wash Systems (“TCWS”) is the power behind our Tommy’s Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy’s Express and Tommy Car Wash Systems make up the Tommy’s Corporate brand, headquartered in Holland, MI.