Returns & Customer Support

Returns & Customer SupportThe 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.Top 5 Responsibilities:Processing Customer Returns DailyProduct ReboxingReturned Inventory Put awayManage Inbound & Outbound Customer CallsAssist with Customer Support TicketsPosition SummaryThe 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.Processing Customer Returns DailyManage the full returns process from initiation to completionReview returned items for accuracy against return requestsProcess refunds, exchanges, or replacements according to company policiesProcess UPS claims efficiently for damaged or missing shipmentsIdentify and escalate trends or issues related to returnsMaintain an organized and efficient returns work areaProduct Reboxing & Inventory ReintegrationInspect returned products for condition and resale eligibilityRebox items as needed to meet quality standardsReturn approved inventory to appropriate picking locationsEnsure inventory accuracy and proper system updates during reintegrationManage Inbound & Outbound Customer CallsHandle a high volume of inbound and outbound customer calls with professionalism and efficiency.In a timely manner, respond to customer voicemailsAssist with Customer Support TicketsAs needed, respond to customer inquiries via email tickets and social media platforms in a timely mannerMaintain a positive and solution-oriented approach in all customer interactionsQualificationsCustomer service experience preferred (phone-heavy roles a plus)Strong communication skills (written and verbal)Ability to multitask across calls, tickets, and social platformsExperience with order management or ticketing systems preferredProblem-solving mindset with a customer-first attitudeAbility to work in a fast-paced environmentBasic computer proficiencyAbility to lift and move up to 50 lbs occasionallyComfortable working in a warehouse environment when handling returnsSelf-motivated and comfortable operating independently in a fast-paced, high-growth environmentDemonstrates Doc's Diesel's core values: Can Do Attitude, Extreme Ownership, Customer Focused, No B.S., and We > MeOn-site daily in Bryan, OHWhat 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 organizationBRAND NEW WAREHOUSE / OFFICE BUILDINGDoc's 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 aubrey@docsdiesel.com and show us why you're the perfect fit!