Position Overview
DCCSupply is seeking a Customer Service & Returns Management Representative to join our growing team. This role serves as a key point of contact for customers while also managing product returns, exchanges, warranty claims, and return authorizations. The ideal candidate is organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced environment.
This position plays a critical role in delivering an exceptional customer experience by assisting customers, processing orders, coordinating returns, and ensuring timely resolution of customer issues.
Key ResponsibilitiesCustomer Service
- Answer incoming phone calls, emails, and customer inquiries promptly and professionally.
- Provide product information, pricing, order status updates, and general assistance.
- Resolve customer concerns related to orders, shipping, billing, and product issues.
- Build and maintain positive customer relationships through responsive and courteous service.
- Accurately document customer interactions and follow-up activities.
Returns Management
- Process Return Merchandise Authorizations (RMAs) in accordance with company return policies.
- Review return requests for eligibility, warranty coverage, and compliance with return guidelines.
- Communicate return instructions, requirements, and status updates to customers.
- Coordinate with warehouse, technical support, and sales teams to ensure timely receipt and processing of returned merchandise.
- Track and monitor return shipments and follow through until resolution.
- Assist with exchanges, replacements, warranty claims, repair requests, and customer credits.
- Investigate return discrepancies and work with internal departments to resolve issues.
- Maintain accurate records of returns, credits, and warranty activity.
- Identify trends in returns and customer issues and provide feedback to management for process improvement.
Order Management
- Enter and process customer orders received via phone, email, website, and sales representatives.
- Monitor order status and proactively communicate updates to customers.
- Collaborate with sales, warehouse, and technical teams to ensure accurate and timely order fulfillment.
- Assist with order corrections, cancellations, and special requests.
Administrative Support
- Assist sales representatives with customer follow-up, quote preparation, and account support.
- Generate reports and maintain organized customer records.
- Support company initiatives to improve customer satisfaction and operational efficiency.
- Participate in team meetings and contribute ideas for process improvements.
Qualifications
- Previous customer service, returns processing, order management, or sales support experience preferred.
- Excellent phone, email, and customer communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Detail-oriented with strong organizational skills.
- Professional, patient, and customer-focused demeanor.
- Strong typing and data entry skills.
- Ability to maintain confidentiality and handle sensitive customer information appropriately.
- Must be flexible regarding work assignments and changing priorities.
- Strong written and verbal English communication skills.
- Excellent computer skills including Microsoft Outlook, Excel, and Word.
- Experience with NetSuite or other ERP systems preferred.
Preferred Traits
- Highly organized and process-oriented.
- Comfortable handling customer concerns and difficult situations professionally.
- Self-motivated with strong follow-through.
- Team player willing to assist across departments when needed.
- Experience working with RMAs, warranty claims, logistics, or inventory-related processes is a plus.
Compensation & Benefits
- $18-$22 per hour (based on experience)
- Health, dental, and vision insurance
- Paid time off and company-recognized holidays
- 401(k)
- Retirement benefits
- Opportunities for career growth and advancement
About DCCSupply
DCCSupply is a leading provider of payment processing hardware, accessories, deployment services, repairs, and logistics solutions. We serve payment processors, ISOs, software providers, and merchants nationwide with a commitment to exceptional customer service and operational excellence.
To Apply
Please submit your resume and a brief cover letter outlining your relevant experience and interest in joining DCCSupply.
DCCSupply is an Equal Opportunity Employer.We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
