URGENT: Customer Service & Help Desk Returns Assistant (e-commerce or appliance industry experience is required)

• Manage HelpDesk tickets related to customer inquiries, return requests, and product concerns.
• Provide timely, clear, and professional responses to customers throughout the return process.
• Create and process customer return requests.
• Generate and send FedEx return labels to customers.
• Coordinate scheduled pickups for large-item returns with carriers.
• Assess return eligibility based on product condition and company policy.
• Process vendor returns, issue or track credits, and ensure proper documentation.
• Monitor and update the inventory system for all returned items.
• Track good stock items back into inventory and ensure accuracy of stock levels.
• Maintain clean, organized, and accurate return records.
• Respond to HelpDesk tickets regarding customer service issues, delivery concerns, and order status updates.
• Offer proactive and solutions-oriented support to customers and partners.
• Dispatch orders from the warehouse to customers or from vendors to the warehouse.
• Coordinate shipping schedules, pickups, and deliveries with carriers and local trucks.
• Ensure all shipments are processed accurately and on time.
• Communicate delivery updates and resolve any logistics issues promptly.
• Review and verify order information before dispatching.
• Work closely with warehouse and vendor teams to ensure order accuracy.
• Maintain updated records of shipments, tracking numbers, and delivery statuses.

Hard Requirements:

• Experience in returns processing, e-commerce operations, or inventory management.
• Strong customer service and communication skills.
• Familiarity with HelpDesk tools (Zendesk, Freshdesk, Gorgias, etc.) is a plus.
• Organized, detail-oriented, and comfortable handling multiple workflows simultaneously.
• Experience in dispatching, logistics coordination, order management, or related customer service roles.
• Strong communication skills and ability to manage multiple stakeholders.
• Familiarity with shipping carriers and logistics terminology (LTL, local dispatch, freight, etc.) is an advantage.
• Highly organized with excellent attention to detail.

Schedule:

• 40 hours per week
• Monday to Friday
• 9AM–6PM US Eastern Standard Time