Customer Support Specialist

Customer Support Specialist - Returns (Returns Resolution) Radwell International LLC | Customer Support Full-Time | Hourly | On-site Schedule: Monday–Friday – 8:00am to 5:00pm 1 Millennium Drive, Willingboro, NJ 08046 The Customer Support Specialist - Returns (Returns Resolution) is responsible for managing customer return requests, warranty claims, credits, and return-related issues while delivering an exceptional customer experience. This role serves as a key liaison between customers and internal departments to ensure timely resolution of returns, disputes, and post-sale concerns. The ideal candidate is detail-oriented, customer-focused, and skilled at problem-solving. This position requires strong communication abilities, the capability to manage multiple priorities, and a commitment to providing professional and efficient service. Key Responsibilities Manage customer return requests, warranty claims, and return-related inquiries Review and process return authorizations, credits, and related documentation Investigate customer concerns and coordinate resolutions with internal departments Serve as a primary point of contact for customers regarding return and warranty issues Track and monitor open return cases through completion Coordinate with Warehouse, Shipping, Production, Quality, Accounting, and Sales teams to resolve customer issues Process credits, refunds, and adjustments in accordance with company policies Maintain accurate records and detailed case documentation within company systems Communicate status updates and resolutions to customers in a timely and professional manner Escalate complex issues when necessary to ensure prompt resolution Identify recurring issues and recommend process improvements Support departmental objectives focused on customer satisfaction and operational efficiency Perform other duties, tasks, or work as assigned Qualifications Strong customer service and problem-solving skills Ability to manage multiple cases and priorities simultaneously Strong attention to detail and organizational skills Excellent verbal and written communication skills Ability to work independently and collaboratively across departments Strong sense of accountability and follow-through Knowledge & Skills Required Strong computer proficiency Ability to multi-task in a fast-paced environment Strong organizational and time-management skills Attention to detail Effective problem-solving abilities Excellent communication skills Experience using CRM, ERP, or customer support systems preferred Education & Experience High School Diploma or equivalent required 1–3 years of customer service, returns processing, claims management, order management, or related experience preferred Experience handling customer escalations or dispute resolution is a plus Compensation The recruiting base pay rate for this full-time position is $25.00–$33.00 per hour . Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training. This position is eligible for a year-end bonus plan based on individual and company performance. Radwell Benefits Medical, dental, and vision coverage starting Day 1 of employment 15 PTO days Paid company holidays Company-paid short-term and long-term disability Company-paid life insurance 401(k) with company matching Free onsite gym Work Schedule This is a full-time position scheduled Monday through Friday from 8:00am to 5:00pm. Employees are expected to maintain regular attendance and adhere to company time-off policies. Radwell International LLC is an equal opportunity employer. Required Skills Required Experience #J-18808-Ljbffr