What are the responsibilities and job description for the Customer Support Specialist - Returns position at Radwell International?
Category
Customer Service, Credit & Collections, Admin
Job Location
Glendale, AZ, US
Position Type
Full-Time/Regular
Customer Support Specialist - Returns (Returns Resolution)
Radwell International LLC | Customer Support
Full-Time | Hourly | On-site
Schedule: Monday–Friday – 8:00am to 5:00pm
7860 N 106th Ave, Suite 170, Glendale, AZ
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
- 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
- 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
- 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
- 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
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.