Bilingual Customer Support Specialist - Returns

Customer Support Specialist – Returns (Returns Resolution) | Bilingual English/Spanish Radwell International LLC | Customer Support Full-Time | Hourly | On-site Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. Location: 1 Millennium Drive, Willingboro, NJ 08046 Position Summary The Bilingual Customer Support Specialist – Returns (Returns Resolution) is responsible for managing customer return requests, warranty claims, credits, and return-related issues while delivering an exceptional customer experience in both English and Spanish.

This role serves as a key liaison between customers and internal departments to ensure the timely resolution of returns, disputes, and post-sale concerns. The ideal candidate is detail-oriented, customer-focused, and skilled at problem-solving, with the ability to communicate professionally and effectively with English- and Spanish-speaking customers.

This position requires strong communication skills, the ability to manage multiple priorities, and a commitment to providing efficient, accurate, and professional service.

Key Responsibilities

Manage customer return requests, warranty claims, and return-related inquiries in both English and Spanish. Review and process return authorizations, credits, and related documentation. Investigate customer concerns and coordinate resolutions with internal departments. Serve as a primary point of contact for English- and Spanish-speaking customers regarding return and warranty issues.

Track and monitor open return cases through completion. Coordinate with Warehouse, Shipping, Production, Quality, Accounting, and Sales teams to resolve customer issues. Process credits, refunds, and adjustments in accordance with company policies. Maintain accurate records and detailed case documentation within company systems.

Communicate case updates, explanations, and resolutions to customers clearly and professionally in their preferred language. Handle customer questions, concerns, and escalations with professionalism, patience, and effective problem-solving. Escalate complex issues when necessary to ensure prompt resolution. Identify recurring issues and recommend process improvements.

Support departmental objectives focused on customer satisfaction and operational efficiency. Perform other duties, tasks, or work as assigned.

Qualifications

Fluency in both English and Spanish, with the ability to communicate effectively in professional customer service interactions. Strong customer service and problem-solving skills. Ability to manage multiple cases and priorities simultaneously. Strong attention to detail and organizational skills. Excellent verbal and written communication skills in English and Spanish.

Ability to work independently and collaboratively across departments. Strong sense of accountability and follow-through. Ability to communicate complex information, address customer concerns, and explain resolutions clearly in both languages.

Compensation

The recruiting base pay rate for this full-time position is $25.00–$33.00 per hour . Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training. This position is eligible for a year-end bonus plan based on individual and company performance. Radwell Benefits Medical, dental, and vision coverage starting Day 1 of employment.

15 PTO days. Paid company holidays. Company-paid short-term and long-term disability. Company-paid life insurance. 401(k) with company matching. Free onsite gym. Work Schedule This is a full-time, on-site position scheduled Monday through Friday from 8:00 a.m. to 5:00 p.m. Employees are expected to maintain regular attendance and adhere to company time-off policies.

Radwell International LLC is an equal opportunity employer.