Customer Service Specialist - Returns & E-Commerce
Brembo · Plymouth
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
- Customer Focus
- Problem Solving
- Attention to Detail
- Accountability
- Communication
- Cross-Functional Collaboration
- Process Improvement
- Sense of Urgency
- Data Accuracy
- Aftermarket Business Understanding