Returns Operations Coordinator

Position Overview

The Returns Operations Coordinator will support day-to-day operations across the returns lifecycle, with a focus on accurate refund processing, exception handling, and maintaining a smooth customer experience. This is an entry-level role that works closely with the Omnichannel Operations Senior Manager to keep returns workflows running efficiently and on time. The Returns Operations Coordinator will also collaborate cross-functionally with the Customer Service, Finance, and Operations teams to support reporting, process documentation, and continuous improvement efforts.

Core Responsibilities

• Returns Processing & Reconciliation

• Process refunds for returns exceptions accurately and in a timely manner, ensuring refunds move through the correct channels and refund SLAs are met with no backlog.
• Manage and reconcile units in the Returns Reconciliation tool. Flag issues to the Returns team and help keep volume at a minimum.
• Enter clear, accurate notes into internal systems documenting return exceptions reasons, customer feedback, and next steps.
• Process manual returns and update the warehouse exceptions tracker on a regular basis.
• Support the management of the warehouse tracker, escalating 3rd Party returns as needed.
• Share observations and patterns from day-to-day work to help the team identify recurring issues and opportunities for improvement.

• Customer Experience Support

• Respond to escalated or complex return inquiries, identifying solutions that work for both the customer and Tuckernuck. Loop in the Finance team as needed.
• Monitor CSAT feedback from the returns experience survey and follow up on negative responses in a timely manner.
• Communicate returns process updates and best practices to the CX team, escalating systemic issues to management.
• Serve as a resource to the CX team for returns-related questions, providing guidance on standard procedures.

• Reporting & Process Improvement

• Track and report on returns reconciliation trends, including a summary of why items are routed to the reconciliation tool.
• Assist with cross-functional reconciliation needs as new returns initiatives are developed, in partnership with Ops, Finance, and Planning.
• Identify and flag process gaps or inefficiencies, making recommendations for improvement to the Omnichannel Operations Senior Manager.

Minimum Qualifications

• 0–1 year of customer service, eCommerce operations, retail, or similar experience
• Exposure to or interest in eCommerce order management systems
• Proficiency in Google Sheets or Excel; comfort learning new tools and platforms
• Experience in warehouse environments or ERPs is a plus

Knowledge/Skills/Abilities

• Highly organized with strong attention to detail.
• The maturity to deal with sensitive information professionally.
• Comfort in dealing with new technology and systems.
• Empathy, energy, kindness, accountability, and adaptability.
• Stellar problem-solving skills.
• Positive attitude driven by an entrepreneurial spirit.

Compensation 

Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $58,000-$62,500; classified as full-time exempt and not eligible for overtime. At Tuckernuck, we care about our team and offer benefits that support your health, growth, and work-life balance. This includes medical, dental, and vision coverage, a 401(k) with a company match, generous paid time off and holiday, paid new parent leave, day care coverage, a generous employee discount, and other great perks. 

Tuckernuck Core Values

The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.

• Teamwork Makes the Dream Work
• Find the Fun
• Stay Authentic
• Respect
• Entrepreneurial Spirit
• Start Strong & Finish Strong
• Have Courage

Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit. Tuckernuck policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.