Post-Sale Support & Returns 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

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.