E-Commerce Customer Service & Returns Specialist

E-Commerce Customer Service & Returns Specialist

Location: Erlanger, KY (In-Office)
Schedule: Monday – Friday, 10:00 AM – 6:30 PM
Position Type: Full-Time

Job Overview

Our growing e-commerce home products company is seeking a friendly, detail-oriented Customer Service & Returns Specialist to join our team in Erlanger, KY. In this role, you will be the bridge between our customers and our high-quality home products (focusing on kitchen and bath fixtures). Most of your time will be devoted to digital customer support but you will also assist with hands-on quality inspection of returned goods.

If you are a great problem solver who loves helping people and has a sharp eye for detail, we want to hear from you!

What We Offer

• Competitive medical benefits
• Paid Time Off (PTO)
• 7 paid holidays per year
• Consistent, reliable weekday schedules (no late nights or weekends)

Key Responsibilities

• Customer Support: Greet customers warmly via phone, email, and social media. Assist with orders, cancellations, tracking, billing questions, and warranties.
• Problem Resolution: Resolve customer complaints efficiently. Suggest solutions for product issues and gently persuade canceling customers to reconsider by offering alternatives or promotions.
• Returns Inspection (No Heavy Lifting): Unbox, review, and inspect incoming parcel and freight returns to verify their condition. (Warehouse teams handle the heavy movement; you focus strictly on quality inspection and documentation).
• Carrier Claims: File detailed documentation and claims with parcel and freight carriers for goods damaged during transit.
• Team Collaboration: Work closely with the Customer Service Manager to meet departmental goals and ensure a seamless customer experience.

Skills & Requirements

• Experience: 2+ years of experience in a customer service or retail support environment.
• E-Commerce Familiarity: Experience working with online consumer sales, order processing, or e-commerce platforms.
• Technical Skills: Proficient with Microsoft Word and Excel. Ability to quickly learn internal order management systems.
• Communication: Exceptional oral and written communication skills with a talent for turning negative situations into positive customer experiences.
• Work Style: A reliable team player who thrives in a fast-paced environment, meets deadlines, and can work accurately with minimal daily supervision.

Preferred (Bonus) Qualifications

• Background or familiarity with the kitchen, bath, or sanitary ware industry.
• A Bachelor’s Degree in Business (or equivalent industry experience).
• Experience mentoring or helping train newer team members.

Magnus Home Products is a direct to consumer e-commerce company. www.magnushomeproducts.com .

We specialize in high end products for the bathroom and kitchen. We offer a combination of directly imported and USA based supplier partners to provide our customers the best products at competitive prices.

Our team boasts an average of over 10 years experience in the kitchen and bathroom industry, allowing us to provide our customers an exceptional buying experience.