Returns Specialist and Product Technician

The Returns Specialist and Product Technician is responsible for the entire procedure of processing returns. They work collaboratively with our Third-Party Sales department, the Warehouse team, and Operations. They are also responsible for testing product being returned and for programming Anchor Units. The Returns Specialist and Product Technician is expected to be a product expert in order to support our customer experience. This role is also responsible for meeting company standards for productivity, product knowledge, resourcefulness, and being solution driven. 

Duties and Responsibilities:

• Process all returns from SolidSignal.com and third-party vendors such as Amazon, eBay, Walmart, Wilson, and BestBuy.


• Evaluate returns including verifying the item serial number to determine whether they are the correct item. 


• Test and vet returned items to verify if they are defective, their quality, and their eligibility for resale. 


• Open cases with Amazon.com if necessary for unacceptable returns. 


• Issue refunds to customers for returned products.


• Order replacement parts for returned products as necessary.


• Complete vendor returns including: 


• Reach out to vendor to authorize the return.


• Ship product to vendor.


• Ensure that credit is received for the returned product, working collaboratively with the accounting department.


• If product is defective, work with vendor to ensure that credit is issued appropriately.


• Create new parts in NetSuite when necessary for listing refurbished items for sale and any other purposes. 


• Coordinate with the receiving team in the warehouse to ensure accuracy of received inventory. 


• Program Anchor units and receive units into inventory as finished goods. 


• Run software updates for Anchor units if applicable. 


• Provide product feedback to necessary parties to support improvements in customer experience. 


• Warehouse responsibilities as necessary.


• Other projects as assigned.

Required Skills/Abilities/Competencies:

• Strong technical aptitude.


• Excellent communication skills, both oral and written. 


• Basic math skills.


• Strong analytical and problem-solving skills.


• Ability to work independently.


• Ability to create and maintain Microsoft Excel files.


• Ability to perform basic warehouse tasks such as picking, packing, and shipping.


• Highly proficient with personal computers and able to learn new software. 


• Strong planning and organizational skills.

Education and Experience:

• High School diploma or equivalent.


• 2-3 years of experience working in a fulfillment center environment preferred.


• 2-3 years of technical support and/or product testing experience preferred. 


• NetSuite experience a plus.

Certificates and/or Licenses:

• Hi-Lo experience a plus.

Physical or Other Requirements:

• Ability to sit for up to 8 hours per day at a computer


• Ability to walk, bend frequently, and lift up to 50 pounds


• Ability to work on your feet and traverse a warehouse environment throughout the day


• Required availability for Saturday shifts in Amazon Fulfillment

Work Environment:

Physical location of the business

Warehouse environment

The Signal Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.