Customer Support Specialist - Returns

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.