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

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• 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

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• 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

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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

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• 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

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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

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• 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

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• 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.