Product Returns Specialist

Description

Reports To: Product Returns Specialist Lead & Customer Service Manager

Classification: Full-Time (Approx. 40 hours/week)

Job Summary

The Product Returns Specialist is responsible for the efficient, timely, and accurate processing of all product returns. This role involves evaluating product conditions for resale, coordinating directly with vendors for credits or replacements, resolving return discrepancies with customers, and collaborating with the accounting and warehouse teams. The ideal candidate will identify and communicate return trends and process improvements to leadership to optimize the Return Merchandise Authorization (RMA) workflow.

Requirements

 Key Responsibilities

Primary Return Operations

· RMA Processing: Evaluate, prepare, and process customer and vendor returns daily across multiple channels, including direct orders, eBay, and Amazon, ensuring strict adherence to company return policies and discount structures.

· Customer & Vendor Liaison: Respond to customer inquiries (via email, live chat, and phone) to issue RMA numbers, reconcile return discrepancies, and coordinate with vendors to secure credits or replacements for defective merchandise.

· Cross-Departmental Collaboration: Partner with the Customer Service team to ensure timely credits, work closely with Accounting on vendor invoicing, and coordinate with Warehouse teams for inventory quality control.

· Inventory & Warranty Management: Process specialized warranties and claims (including Protek), manage product recall tracking, and ensure processed merchandise is returned to the restock rack in a timely manner.

· Insights & Optimization: Monitor return data to recognize trends, document issues, and proactively communicate suggestions for better workflow organization or process changes to leadership.

Secondary Warehouse Support

· Order Fulfillment: Assist with pulling, double-checking, packing, and shipping customer orders accurately to support the company’s same-day shipping goals.

· Inventory Logistics: Receive incoming inventory, verify items against invoices, unpack boxes, and restock products to designated warehouse or overstock locations.

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Qualifications & Skills

· Experience: Previous customer service or warehouse experience is preferred but not required. Familiarity or interest in remote-control (RC) hobbies (cars, helicopters, planes) and/or bikes is a plus.

· Communication: Strong oral and written communication skills with a professional demeanor when interacting with customers, vendors, and team members.

· Technical Proficiency: Computer literate with basic knowledge of Microsoft Office (Word, Excel), email, and internet navigation, plus the ability to type at least 30 WPM and adapt to new software.

· Core Competencies: Exceptional attention to detail, strong organizational skills, basic arithmetic aptitude, and the ability to thrive in a fast-paced, team-oriented environment.

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Physical Demands & Work Environment

· Physical Agility: Ability to stand and walk regularly on hard surfaces throughout the day, as well as frequently bend, squat, stoop, kneel, crouch, twist, and reach.

· Lifting & Handling: Regularly lift, move, push, or pull up to 40 pounds (occasionally continuously for short intervals) and safely maneuver heavier materials using a pallet jack or hand truck.

· Warehouse Navigation: Comfortable climbing or balancing on ladders to access inventory.

· Environment: Capable of working in a moderate noise environment with varying temperature conditions (hot/cold) depending on seasonal warehouse climates.

· Vision: Strong close vision, distance vision, and the ability to easily adjust focal focus.