Returns & Customer Support

Department: Customer Experience / Warehouse Operations

Location:
Docs Diesel -- 701 Brunicardi Way Bryan OH 43506

Type:
Full-time On-Site (Bryan OH) First Shift M-F 8 AM - 4:30 PM

Reports To: Customer Experience Manager

Compensation: $19.50

Top 5 Responsibilities:

1. Processing Customer Returns Daily
2. Product Reboxing
3. Returned Inventory Put away
4. Manage Inbound & Outbound Customer Calls
5. Assist with Customer Support Tickets

Position Summary

The Returns & Customer Support role is responsible for owning the end-to-end returns process. Ensuring that returned products are accurately refunded processed inspected re-boxed when necessary and returned to active inventory to support ongoing order fulfillment. After completing returns for the day this role will assist with delivering high-quality customer support across phone calls and ticketing.

1. Processing Customer Returns Daily
   1. Manage the full returns process from initiation to completion
   2. Review returned items for accuracy against return requests
   3. Process refunds exchanges or replacements according to company policies
   4. Process UPS claims efficiently for damaged or missing shipments
   5. Identify and escalate trends or issues related to returns
   6. Maintain an organized and efficient returns work area
2. Product Reboxing & Inventory Reintegration
   1. Inspect returned products for condition and resale eligibility
   2. Rebox items as needed to meet quality standards
3. Return approved inventory to appropriate picking locations
   1. Ensure inventory accuracy and proper system updates during reintegration
4. Manage Inbound & Outbound Customer Calls
   1. Handle a high volume of inbound and outbound customer calls with professionalism and efficiency.
   2. In a timely manner respond to customer voicemails
5. Assist with Customer Support Tickets
   1. As needed respond to customer inquiries via email tickets and social media platforms in a timely manner
   2. Maintain a positive and solution-oriented approach in all customer interactions

Qualifications

• Customer service experience preferred (phone-heavy roles a plus)
• Strong communication skills (written and verbal)
• Ability to multitask across calls tickets and social platforms
• Experience with order management or ticketing systems preferred
• Problem-solving mindset with a customer-first attitude
• Ability to work in a fast-paced environment
• Basic computer proficiency
• Ability to lift and move up to 50 lbs occasionally
• Comfortable working in a warehouse environment when handling returns
• Self-motivated and comfortable operating independently in a fast-paced high-growth environment
• Demonstrates Docs Diesels core values: Can Do Attitude Extreme Ownership Customer Focused No B.S. and We > Me
• On-site daily in Bryan OH

What We Offer / Benefits:

• $19.50 an hour (40 hr per week)
• Health Vision Dental and Life Insurance offerings (available after 90 days of employment)
• Retirement plan with Simple IRA and 3% company match (available after 60 days of employment)
• PTO & Holiday Pay (available after 60 days of employment)
• Company-sponsored employee-only YMCA membership (available after 60 days of employment)
• No Entitlement Self-Funded Quarterly Incentive Program if profit is met (available after 90 days)
• Opportunities for growth within a rapidly scaling e-commerce organization
• BRAND NEW WAREHOUSE / OFFICE BUILDING

Docs is in a true scaling phase. We are building an omnichannel auto parts brand with ambition speed and high standards. That means we need builders people who take ownership move fast solve problems and want to help shape where the company goes next. This is a strong fit for someone who wants responsibility visible impact and the chance to grow inside a business that is aiming much bigger.

To Apply:
Are you ready to make an impact Apply directly or send your resume to and show us why youre the perfect fit!