Customer Service Representative

Position Summary At UPLIFT Desk, we’re not just building ergonomic workstations—we’re shaping how people work and live. As the ecommerce industry leader in height‑adjustable desks, we’ve grown by delivering innovative, customer‑focused solutions that promote health, productivity, and well‑being. Our success is rooted in our core values: Customer Obsession, Innovation, Accountability, and Results Oriented. As a Returns & Warranty Associate, you will thrive in a high‑velocity warehouse environment, serving as the bridge between our customers and our Logistics, Customer Service, and Sales teams. In this dynamic role, you will receive and process inbound returned merchandise, investigate the root cause of warranty claims, and deliver seamless solutions via email and phone. Because this role balances daily performance targets for new customer interactions alongside ongoing case management, you must be a proactive problem‑solver who can work efficiently, manage your inbox effectively, and prioritize competing demands to ensure high customer satisfaction. What You’ll Bring An analytical “detective” mindset who can use their daily findings to provide valuable feedback to management 2+ years of customer service experience in a fast‑paced warehouse environment Strong proficiency with Google Workspace, including Gmail, Sheets, Docs, and Drive, with the ability to maintain records, analyze quality data, and prepare reports Strong organizational, attention‑to‑detail, and problem‑solving skills, with a willingness to perform hands‑on warehouse work, including inspections, rework, picking, packing, receiving, and material handling. A proactive team player with a strong work ethic and the ability to communicate effectively with interdepartmental teams to resolve complex customer issues Bonus Points For Experience in reverse logistics or merchandise returns Proven track record of testing returned components and logging technical data Experience managing inventory for warranty and replacement parts Ability to analyze defect trends and recommend practical process improvements Forklift certification or experience operating standard warehouse equipment What You’ll Do Maintain a deep understanding of return & warranty policies to provide customers with accurate information in a timely manner Assist customers with inquiries regarding damaged or missing items to ensure a swift and satisfactory resolution Communicate with customers primarily via email, utilizing effective de‑escalation methods during challenging interactions as needed Manage customer transactions and execute inventory movements utilizing the company’s ERP database and warehouse management system (WMS) Communicate effectively with internal teams to ensure seamless coordination regarding customer transactions and order statuses Pick, pack, and ship replacement parts and orders out to customers accurately and efficiently Perform general warehouse duties, including material handling, breaking down boxes, and stretch‑wrapping pallets Work efficiently with a strong sense of urgency to maintain a high level of productivity and drive customer satisfaction Process returned merchandise by unboxing and inspecting contents to verify item accuracy and condition Assist with picking, packing, receiving, material handling, and other warehouse and fulfillment duties as needed to support daily operations Benefits A merit‑based environment that rewards growth and accomplishment regardless of seniority Generous paid time off 4% 401(k) company matching with instant vesting (after one year) Excellent group health insurance available to employees and dependents, including domestic partners (medical plan, 2 dental plans, and a vision plan to choose from) Flexible spending account (FSA) for health care and child care costs Company‑paid & supplementary life insurance; long‑term & short‑term disability Free UPLIFT Desk (after one year) 50% discount on all UPLIFT products Free healthy (and not so healthy) snacks and drinks On‑the‑job training and skills development A supportive and engaging work culture that promotes healthy living Position Details Compensation: $20.00/hour DOE Type: Full‑time Employee Status: Regular Work Schedule: Monday - Friday, 8am-5pm, 40 hours per week Location: Austin, Texas Equal Opportunity Employer (EEO) UPLIFT Desk believes in building an organization whose staff reflects the true diversity of our community. We hire, promote, and reward employees based on results and professional performance. UPLIFT Desk provides equal employment opportunities to all employees and applicants without regard to religion, sex, age, sexual orientation, gender identity, race, creed, color, national origin, alienage or citizenship status, marital status, partnership status, ancestry, disability, or veteran status. To all recruitment agencies: We do not accept agency resumes. UPLIFT Desk is not responsible for any fees related to unsolicited resumes. #UPDHP #J-18808-Ljbffr