Returns & Warranty Associate

Job Description

Job Description

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% 401K 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

About UPLIFT Desk

As a fast growing, mid-sized Direct To Consumer (DTC) brand company, it’s our mission to deliver sincere, world-class customer service. We provide optimally designed, quality office solutions to customers. We focus on happier & healthier customers and employees!

UPLIFT Desk has revolutionized the way people shop for office furniture. It all starts with our award winning UPLIFT Standing Desk, made even better when accessorized with our entire UPLIFT office furniture line. Our product line includes most furniture an office could need. We design office products that optimize customers’ comfort, health, and productivity. Our Product Development team focuses on designing the highest quality ergonomic office furniture. Then our Content team's ecommerce website offers customers the ability to configure products specifically to their needs. Our amazing Order Processing and Warehouse teams make sure we have inventory and ship orders the same day. Customers receive award winning support from our Sales and Customer Service and Warranty teams. We offer the best 15 year warranty in the business! Our Interior Design and Contract Sales teams specialize in large office furniture layouts for commercial buildings that serve most Fortune 500 companies.

Award winning UPLIFT Desk is loved globally!

• Rated Best Standing Desk by New York Times Wirecutter 9 years in a row

• Hundreds of thousands of happy customers around the world sit and stand at an UPLIFT Desk

• Google reviews - 4.9 rating with thousands of reviews

We value our environment:

• We plant 5 new trees in U.S. National Forests for every solid wood desk sold. By partnering with the National Forest Foundation, we're able to plant tens of thousands of new trees each year

• Solar powered operations: Our Austin facilities produce over a megawatt of electricity through roof-mounted solar panels on three large warehouses

• We use sustainable materials in our products. Some examples are:

• Bamboo Desktops, Drawers, & Motion Boards: The world's fastest-growing plant, Moso bamboo is a grass that grows as quickly as an inch an hour

• Eco Curve Desktops: Eco Curve desktops use 100% recycled MDF and have the lowest carbon footprint in the industry due to not using edgebanding, backer boards, adhesives, or solvents

• Rubberwood Desktops: Pará rubber trees produce 99% of the world's natural rubber latex. The rubber production lifespan of these trees is exhausted after about 25-30 years. Our rubberwood desktops give the trees a second life

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.

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