Customer Service & Returns Specialist (Full-Time)

Murdoch; Fort Collins (CO); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Employee Discount

Health Insurance

Dental & Vision

Life Insurance

Paid Vacation

Holiday Pay

Paid Sick Time

401(k) Match

Parental Leave

Volunteer Hours

Wellness Program

Training Program

Voluntary Insurance Options

Job summary

Murdoch's is seeking a Customer Service & Returns Specialist to support our customer service operations and returns center order processing. You will liaise with customers, fulfillment teams and internal partners to ensure smooth eCommerce and ship-to-home experiences.

Daily tasks include handling complaints, processing returns, assisting with orders via phone, email and chat, and collaborating with store locations and Fraud team to protect customers and the business.

Qualifications

• Demonstrated excellence in customer service with a positive, solution-focused approach.
• Strong written and verbal communication skills.
• Ability to multi-task and prioritize in a fast-paced environment.
• Self-motivated and capable of working independently with minimal supervision.

Responsibilities

• Addresses customer complaints by researching, responding, and following up with customers promptly.
• Processes eCommerce order returns daily.
• Assists customers with returns or orders via phone, email, and chat.
• Greets customers via telephone or chat to assist with registration, orders, product info and shipping details.
• Liaises with store locations for issues raised by customers regarding orders or returns.
• Reviews and processes manual orders received by phone.

Skills

Customer service

Microsoft Office

multitask

Communication

Independent

Tools

Microsoft Office

Job description

Description

The Customer Service & Returns Specialist supports customer service operations while modeling Murdoch's commitment to exceptional customer experiences. This role assists with daily customer service activities and returns center order processing while serving as a key liaison among customers, fulfillment teams, and internal partners. The Specialist participates in the day-to-day operation of eCommerce and ship-to-home services to support efficiency, consistency, and customer satisfaction.

As a Murdoch's Team Member in this role, you will...

• Addresses customer complaints by researching, responding, and following up with customers in a timely manner.
• Processes eCommerce order returns daily.
• Assists customers with issues involving returns or orders through phone, email, and chat
• Greets customers via telephone or chat to assist customers with website registration, order processing, product information, pricing, shipping information and general eCommerce information.
• Liaises with our store locations for any issues raised by customers regarding either orders or returns
• Reviews, accepts, and processes manual orders received by phone.
• Works with courier companies over issues raised by customers regarding either orders or returns.
• Assist stores and customers with the Loyalty program.
• Collaborates with the Fraud Specialist to research potentially fraudulent orders and provide relevant order information.
• Collaborate cross - functionally with the Murdochs.com team to drive customer satisfaction and operational success.
• Perform additional duties as assigned to support business needs.

Requirements

As a Murdochian in this role, you must...

• Demonstrated excellence in customer service with the ability to deliver positive, solution-focused experiences.
• Proficiency in Microsoft Office applications, with solid technical aptitude and troubleshooting skills.
• Ability to effectively multi-task and prioritize work in a fast-paced, evolving environment.
• Strong written, verbal, and interpersonal communication skills.
• Self-motivated, resourceful, and capable of working independently with minimal supervision.
• Positive, team-oriented mindset with a collaborative approach to problem-solving.
• Ability to empathize with customers and store associates to support effective issue resolution.

Physical Demands:

• Stand and/or sit for a long period of time.
• Heavy and repetitive lifting (up to 50lbs).
• Bending, carrying and pushing.
• Working on a ladder.
• Repetitive wrist movements on keyboard.
• Close vision for computer work.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Competitive Benefits + Compensation:

• $19 - $21 per hour depending on experience.
• Amazing Employee Discount on everything from clothes to power tools to pet food.
• Multiple Health Insurance options to best suit your needs after 60 days.
• Dental & Vision options to complete your health plan.
• Life Insurance to secure your family’s financial future.
• Paid Vacation allows you to relax and recharge.
• Holiday Pay throughout the year so you can celebrate with your family.
• Paid Sick Time empowers you to stay home and focus on your health without losing pay.
• 401(k) with a generous 4% company match to help plan for retirement.
• Paid Parental Leave to take time to bond with your family’s new addition.
• Community Giving Program matches your donations and provides paid volunteer hours.
• Wellness Program saves you money by lowering medical premiums with credits earned.
• Training Program helps you expand your knowledge and skills with over 250 courses.
• Other various Voluntary Insurance Options.