Customer Support Specialist

Essex Brownell LLC; Fort Wayne (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

Essex Brownell LLC in Fort Wayne, Indiana is seeking a Returns and Customer Experience Specialist to handle post-sale support, returns, and credits while maintaining accurate documentation and ensuring a professional customer experience after the sale.

You will collaborate with outside sales, operations, accounting, and customers to resolve concerns, process credits, and support a seamless post-purchase experience. This role emphasizes accuracy, communication, and process improvement.

Qualifications

• Bachelor’s degree or associate degree or commensurate experience preferred.
• Exceptional attention to detail and data accuracy.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for post-sale customer support, handling inquiries related to returns, credits, order issues, and discrepancies with clear, timely communication.
• Manage the full returns and credits process, including reviewing requests, coordinating approvals, and ensuring accurate and timely credit processing.
• Investigate and resolve post-purchase issues, collaborating with internal teams (sales, operations, warehouse, accounting) to drive efficient resolutions.
• Track, follow up on, and elevate issues as needed to ensure timely completion and strong customer satisfaction.
• Maintain accurate documentation of all support activities, ensuring compliance with company policies and proper recordkeeping.
• Identify recurring issues and contribute to process improvements, including updating SOPs to enhance workflows and the overall customer experience.

Skills

Attention to detail

Communication skills

Multi-tasking

Education

Bachelor’s or Associate degree or commensurate experience

Job description

Schedule: Monday - Friday 8:00 am – 5:00 pm

Essential Purpose Of This Position

Under the general direction of the Director of Customer Experience, perform a variety of customer support functions including processing returns and credits, resolving post-purchase issues, maintaining records, and coordinating follow-up activities. Prepare and review documentation related to returns, credits, and service requests while ensuring accurate data entry and recordkeeping. Work closely with outside sales, customer experience representatives, operations, accounting, and customers to resolve concerns and support a consistent, professional customer experience after the sale.

Essential Duties And Responsibilities

• Serve as the primary point of contact for post-sale customer support, handling inquiries related to returns, credits, order issues, and discrepancies with clear, timely communication.
• Manage the full returns and credits process, including reviewing requests, coordinating approvals, and ensuring accurate and timely credit processing.
• Investigate and resolve post-purchase issues, collaborating with internal teams (sales, operations, warehouse, accounting) to drive efficient resolutions.
• Track, follow up on, and elevate issues as needed to ensure timely completion and strong customer satisfaction.
• Maintain accurate documentation of all support activities, ensuring compliance with company policies and proper recordkeeping.
• Identify recurring issues and contribute to process improvements, including updating SOPs to enhance workflows and the overall customer experience.

Education Requirements

• Bachelor’s degree or associate degree or commensurate experience preferred

Knowledge, Skills, And Abilities Required

• Strong attention to detail and commitment to accuracy
• Strong communication skills
• Ability to manage multiple priorities in a fast-paced environment

Scope Of Duties And Responsibilities

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.