Customer Returns Specialist

The RealReal; Perth Amboy (NJ); On-site; USD 45,847,000 - 49,428,000; Full time

Benefits offered by this job

$50 monthly food credits

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental & Vision Insurance

Paid parental leave

9 Paid Company Holidays

18 PTO Days

Job summary

The RealReal operates Authentication Centers in New Jersey and Arizona, where trained specialists inspect and audit returned items using both expert judgment and proprietary technology. The Customer Returns Specialist plays a key role in quality checks and inventory updates within a fast-paced, production-driven team environment.

You will ensure accurate item descriptions, process credits, and careful handling of luxury pieces while upholding company standards.

Qualifications

• Ability to perform all required functions of the job in English.
• Strong attention to detail.
• Intermediate computer proficiency.
• Experience working in a high volume, production-driven environment.
• Ability to follow directions while meeting productivity and accuracy standards in a fast-paced environment.
• Strong sense of urgency and team-oriented mentality.

Responsibilities

• Conduct quality inspections on items being returned (e.g. damages, validating description).
• Adhere to SOP Production processes by confirming specifications and conducting visual and measurement inspections.
• Process adjustments and credits to customers’ accounts.
• Update inventory as needed (modify original listings, designer, or size).
• Perform research on Customer Returns related inquiries and exception items.
• Safe handling and care of luxury fashion items.

Skills

Attention to detail

English proficiency

High-volume environment

Basic computer skills

Follow instructions

Team oriented

Tools

Google Suite

Job description

About The Role

Our Authentication Centers (warehouses) are where the magic happens! The Art & Science of Real comes to life within our facilities located in New Jersey and Arizona — combining the knowledge of hundreds of luxury experts with cutting-edge, proprietary technology. The Customer Returns Specialist is responsible for inspecting/auditing items being returned. If you are a self‑motivated individual with keen attention to detail who thrives in a production‑driven, team environment, this could be the perfect match!

About The Role

Our Authentication Centers (warehouses) are where the magic happens! The Art & Science of Real comes to life within our facilities located in New Jersey and Arizona — combining the knowledge of hundreds of luxury experts with cutting-edge, proprietary technology. The Customer Returns Specialist is responsible for inspecting/auditing items being returned. If you are a self‑motivated individual with keen attention to detail who thrives in a production‑driven, team environment, this could be the perfect match!

What You Get To Do Every Day

• Conduct quality inspections on items being returned (i.e damages, validating the description of the item, etc.)
• Adhere to SOP Production processes by confirming specifications and conducting visual and measurement inspections
• Process adjustments and credits to customers’ accounts
• Update inventory as needed (i.e modify original listings, designer, or size, etc.)
• Perform research on Customer Returns related inquiries and exception items
• Safe handling and care of luxury fashion items

Minimum Requirements

What You Bring To The Role

• Ability to perform all required functions of the job in English
• Strong attention to detail
• Intermediate computer proficiency
• Experience working in a high volume, production-driven environment
• Ability to follow directions while meeting productivity and accuracy standards in a fast-paced environment
• Strong sense of urgency and team- oriented mentality

Preferred Requirements

• Proficiency with Google Suite applications (Gmail, Sheets, Docs, Slides)
• Experience processing retail returns is highly preferred
• Knowledge of designer brands and experience handling luxury products is a plus

Compensation, Benefits, + Perks

• $50 in monthly food credits to apply to snacks and meals that are available for purchase on site
• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental & Vision Insurance
• Paid parental leave
• 9 Paid Company Holidays
• 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)
• State of the art, climate-controlled warehouse facility
• Find out more about our Benefits here.

The expected hourly rate for this role is $16-$17.25. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in‑house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in‑home pickup, drop‑off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.