Mid-Level

Customer Service Specialist - Returns & E-Commerce

Plymouth, United States · On-site

Key Responsibilities

Returns Management

Manage and process aftermarket customer return requests, including RMAs, credits, replacements, and return authorizations.
Review return requests for accuracy, eligibility, documentation, and compliance with Brembo return policies.
Coordinate with customers, sales teams, warehouse operations, quality, and finance to ensure timely resolution of returns.
Track return status from request through final disposition.
Identify recurring return issues and communicate trends to internal teams for corrective action.
Support root cause analysis related to incorrect shipments, damaged goods, warranty concerns, cataloging issues, or customer order errors.
Maintain accurate return records and reporting within ERP, CRM, or other internal systems.
Help improve return processes to reduce cycle time, improve visibility, and enhance customer satisfaction.

E-Commerce Support

Support daily e-commerce order flow, including order review, processing, tracking, and issue resolution.
Work with internal teams and external customers to resolve e-commerce order discrepancies, shipping issues, payment or credit questions, and product availability concerns.
Monitor customer portals, online order platforms, and marketplace-related activity where applicable.
Ensure product, pricing, availability, and order data are accurate across relevant systems.
Assist with e-commerce customer onboarding, portal navigation, and order support.
Partner with sales, customer service, product management, and supply chain teams to improve the digital customer experience.
Help identify opportunities to streamline order processing, improve response times, and reduce manual work.

Customer & Internal Support

Serve as a key point of contact for assigned customers regarding returns, e-commerce order issues, and aftermarket service inquiries.
Provide timely, professional, and accurate communication to customers and internal stakeholders.
Support sales team members with customer follow-up, account issue resolution, and order/return visibility.
Collaborate with product management on fitment, catalog, and application-related questions.
Work closely with logistics and warehouse teams to resolve shipping, receiving, and inventory concerns.
Assist finance with credit memo support, deduction research, and return-related documentation.

Reporting & Process Improvement

Prepare regular reports related to returns, credits, e-commerce order issues, and customer service metrics.
Track KPIs such as return cycle time, open RMA aging, credit processing time, order issue resolution, and customer response time.
Identify process gaps and recommend improvements to increase efficiency and customer satisfaction.
Support continuous improvement initiatives within the Aftermarket organization.
Maintain organized records, documentation, and standard operating procedures for returns and e-commerce support activities.

Required Qualifications

2+ years of experience in automotive aftermarket, customer service, returns management, e-commerce operations, order management, or related field.
Strong understanding of automotive aftermarket customers, distribution channels, and order fulfillment processes.
Experience working with ERP, CRM, customer portals, or order management systems.
Excellent communication, follow-up, and problem-solving skills.
Strong attention to detail and ability to manage multiple tasks simultaneously.
Proficiency in Microsoft Office, especially Excel, Outlook, and Teams.
Ability to work cross-functionally with sales, logistics, finance, product, and customer service teams.
Professional customer-first mindset with the ability to handle urgent or sensitive issues effectively.

Preferred Qualifications

Experience with automotive brake components, performance parts, or replacement parts distribution.
Familiarity with e-commerce platforms, B2B portals, marketplace order processing, or digital catalog systems.
Experience with SAP, Microsoft Dynamics, Salesforce, Power BI, or similar business systems.
Knowledge of return authorization processes, credit memo workflows, warranty support, and claims processing.
Understanding of automotive cataloging, part numbers, fitment data, ACES/PIES, or product application data.
Experience supporting national retailers, warehouse distributors, e-commerce customers, or large aftermarket accounts.
SAP

Key Competencies