Bilingual Customer Support Specialist - Returns

Bilingual Customer Support Specialist - Returns

Category

Customer Service, Credit & Collections, Admin

Job Location

Willingboro, NJ, US

Position Type

Full-Time/Regular

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.

Required Skills

Knowledge & Skills Required

• Strong computer proficiency.

• Ability to multitask in a fast-paced environment.

• Strong organizational and time-management skills.

• Excellent attention to detail.

• Effective problem-solving and conflict-resolution abilities.

• Strong verbal and written communication skills in English and Spanish.

• Ability to communicate professionally with customers from diverse backgrounds.

• Experience using CRM, ERP, or customer support systems preferred.

Required Experience

Education & Experience

• High School Diploma or equivalent required.

• 1-3 years of customer service, returns processing, claims management, order management, or related experience preferred.

• Experience handling customer escalations or dispute resolution is a plus.

• Previous experience assisting bilingual customers in a professional setting is preferred.