Customer Support and Returns Associate

Max Retail is a cutting-edge technology platform enabling independent retailers and brands to sell their excess inventory online effortlessly. Our mission is to become the largest supply chain that holds no inventory, providing a seamless connection between supply and global demand. We empower our partners with the tools they need to thrive in an increasingly competitive market.

As Customer Support and Returns Associate your primary responsibility will be to own in-house returns and inbound/outbound shipments, while spending the remainder of the day handling Support tickets, retailer inquiries, order approval/ship reminders, sales channel return inquiries and seller outreach regarding order incidents. 60% Returns- 40% Support unless return volume requires otherwise.

What You'll Do

Returns/Shipping:

• Return to sender- determine if eligible for re-ship/refund
• Postage issues reship, contact sellers about errors
• Inbound returns - Manage relisting absorbed returns or process for return to seller (external error)
• Sales from in-house seller account, 5-15 per day
• Returns to sellers, email with info on return, create return label, charge seller back for original payout (20-50/wk)
• Mending absorbed returns - Sewing, spot removal, dry cleaner, repair damages, new images to relist
• USPS Lost in transit claim / USPS damage claims
• Manage package pickup and drop-off when necessary
• Test relisting items to increase sales by improving listings, photos/measurement

Support:

• Marketplace communication - measurements/photos/fabric content
• Support tickets from pipeline, order issues, tech support
• Order reminder calls, daily order pipeline
• E-commerce Support - store credit, returns, product tickets
• Correct product listings as needed

In-Office Tasks

• Prepare and ship welcome boxes
• Supply ordering/organizing
• Weekly team lunch and meeting arrangements as needed

Who You Are:

• You are extremely organized and manage your time effectively
• You are patient and empathetic, understanding of the customer point of view
• Excellent verbal and written communication skills. Clearly conveys ideas, actively listens, and adapts communication style to the audience
• You have a positive attitude and quickly recover from uncomfortable situations
• You have a passion for e-commerce and retailYou are a problem solver who is focused on incremental improvements while prioritizing what is possible in a limited time frame
• You seek out new technology to do things better and more efficiently
• We are a start-up! Willing to wear multiple hats, roll up your sleeves, and get things done