Coordinator, Returns Experience

About Lovesac

We are a young-at-heart, fast-growing furniture company, dedicated to helping people fill their homes with Total Comfort. We do this by designing and innovating furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door-able, allowing our customers to live the life they want to live.

Our Designed for Life mission started with Sacs, a seat so much better than your classic beanbag made with repurposed Durafoam and designed to reduce environmental impact while providing unimaginable, cloud-like comfort. From there, we expanded the possibility for sustainable furniture with Sactionals, a customizable modular sectional that can be endlessly rearranged to evolve with you. Our product line has grown a lot since our Sacs days, but our goal will always remain the same - to create truly adaptable, comfortable furniture that can be with you for life.

About our Culture

At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big. We call this Top Ambition. We aim to not only excel within our industry, but also make a meaningful impact on the world. Above all else, we're driven by love (because it matters) and are dedicated to promoting love and happiness in all aspects of our work. It's about success, of course, but it's also about making a positive impact on everyone our business touches. By prioritizing work-life balance and flexible schedules, we help people find great fulfillment in their careers and their lives.

About the Role

As a Returns Experience Coordinator, you are responsible for accurately and efficiently creating order adjustments and return authorizations and ensuring a seamless returns experience for customers. This role requires strong attention to detail, adherence to return policies, and proactive follow-up on all exchanges until items are successfully received. The ideal candidate will be highly organized, customer-focused, and capable of managing multiple tasks in a fast-paced environment.

This position is remote. Candidates must fully reside in the United States at all times during employment and should have the ability to travel as needed.

What You'll Do

• Accurately process returns and order adjustments in accordance with company policies, ensuring timely resolutions.
• Generate and distribute FedEx return labels correctly, verifying accuracy to prevent shipping issues.
• Monitor and track all exchanges, following up with customers and internal teams to ensure returned items are received and replacements are processed promptly.
• Provide clear and professional updates on return status, exchange progress, and any necessary next steps.
• Ensure all returns align with company policies and guidelines, addressing discrepancies as needed.
• Investigate and resolve return-related issues, collaborating with internal teams and logistics partners when necessary.
• Maintain accurate records of all return transactions, adjustments, and follow-ups for auditing and reporting purposes.
• Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our products/service
• Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
• Demonstrates competencies in customer focus, problem solving, relationship building influencing and results focus.
• Handle escalated customer concerns, ensuring timely resolution and customer satisfaction.
• Collaborate with internal teams, including operations and logistics, to ensure seamless order fulfillment and service delivery.
• Maintain accurate records of customer interactions and transactions using CRM software.
• Handles all customer service issues professionally to achieve a collaborative resolution.
• Able to identify issues and determine when to appropriately escalate.
• Assists the team and management with projects and tasks as needed.
• Maintains inventory integrity through accurate processing of all POS transactions (i.e., sales, returns and exchanges) providing accurate information to clients.
• Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac values and organizational requirements.
• Perform any other reasonable duties for this role as requested by management.