Coordinator, Returns Experience

About Lovesac

We are a young-at-heart, fast-growing furniture company, dedicated to helping people fill their homes with Total Comfort™. We do this by designing and innovating furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door-able, allowing our customers to live the life they want to live.

Our Designed for Life mission started with Sacs, a seat so much better than your classic beanbag made with repurposed Durafoam and designed to reduce environmental impact while providing unimaginable, cloud-like comfort. From there, we expanded the possibility for sustainable furniture with Sactionals, a customizable modular sectional that can be endlessly rearranged to evolve with you. Our product line has grown a lot since our Sacs days, but our goal will always remain the same – to create truly adaptable, comfortable furniture that can be with you for life.

About our Culture

At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big. We call this Top Ambition. We aim to not only excel within our industry, but also make a meaningful impact on the world. Above all else, we’re driven by love (because it matters) and are dedicated to promoting love and happiness in all aspects of our work. It’s about success, of course, but it’s also about making a positive impact on everyone our business touches. By prioritizing work-life balance and flexible schedules, we help people find great fulfillment in their careers and their lives.

About the Role

As a Returns Experience Coordinator, you are responsible for accurately and efficiently creating order adjustments and return authorizations and ensuring a seamless returns experience for customers. This role requires strong attention to detail, adherence to return policies, and proactive follow-up on all exchanges until items are successfully received. The ideal candidate will be highly organized, customer-focused, and capable of managing multiple tasks in a fast-paced environment.

This position is remote. Candidates must fully reside in the United States at all times during employment and should have the ability to travel as needed.

What You’ll Do

• Accurately process returns and order adjustments in accordance with company policies, ensuring timely resolutions.
• Generate and distribute FedEx return labels correctly, verifying accuracy to prevent shipping issues.
• Monitor and track all exchanges, following up with customers and internal teams to ensure returned items are received and replacements are processed promptly.
• Provide clear and professional updates on return status, exchange progress, and any necessary next steps.
• Ensure all returns align with company policies and guidelines, addressing discrepancies as needed.
• Investigate and resolve return-related issues, collaborating with internal teams and logistics partners when necessary.
• Maintain accurate records of all return transactions, adjustments, and follow-ups for auditing and reporting purposes.
• Actively engage with potential and existing customers through various channels (phone, email, messaging, in-person) to promote and sell our products/service
• Meet or exceed sales targets and KPIs by understanding customer needs and recommending appropriate solutions.
• Demonstrates competencies in customer focus, problem solving, relationship building influencing and results focus.
• Handle escalated customer concerns, ensuring timely resolution and customer satisfaction.
• Collaborate with internal teams, including operations and logistics, to ensure seamless order fulfillment and service delivery.
• Maintain accurate records of customer interactions and transactions using CRM software.
• Handles all customer service issues professionally to achieve a collaborative resolution.
• Able to identify issues and determine when to appropriately escalate.
• Assists the team and management with projects and tasks as needed.
• Maintains inventory integrity through accurate processing of all POS transactions (i.e., sales, returns and exchanges) providing accurate information to clients.
• Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac values and organizational requirements.
• Perform any other reasonable duties for this role as requested by management.

Who you Are:

Our Lovesac Values:

• Core Values: Top Ambition, Willing to Sweep Floors, Grit,
• Table-Stake Values: Positive, Passionate, Collaborative, Flexible, Self-Starting, Self-Aware, Candid, Empathetic, Inclusive, Insatiable Learners

Our Lovesac Core Competencies:

• Builds Customer Centricity
• Drives Remark-able Results
• Collaborates Effectively
• Makes Good Decisions
• Demonstrates Self-Awareness

Requirements

• High-School Diploma or equivalent required.
• 2+ years of experience in returns processing, order management, or a related customer service role.
• 18 years of age or older.
• Strong attention to detail and accuracy in data entry and order adjustments.
• Excellent organizational and time management skills to track and follow up on exchanges.
• Strong problem-solving abilities and ability to work collaboratively with cross-functional teams.
• Experience using order management systems and FedEx shipping tools preferred.
• Effective communication skills with the ability to provide clear updates to customers and internal stakeholders.
• Must be able to work flexible hours including evenings, weekends and holidays.
• Bilingual/multilingual skills preferred.
• Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
• Proficiency in CRM and order management platforms required.
• Proficiency in NetSuite preferred.
• Proficiency in Gladly preferred.
• Must be able to answer and respond to telephone calls up to 95% of workday.
• Must be able to handle customer concerns and grievances and find solutions to ensure satisfaction.
• Exemplify each of our Lovesac values, at all times, be results driven and utilize knowledge to meet or exceed key performance indicators (KPIs), goals and deadlines.
• Must be able to work flexible hours including evenings, weekends and holidays.
• Must be able to travel using various forms of transportation, as required by the Company in its sole discretion, for meetings and conferences held either at our offices or offsite (i.e. quarterly team connection weeks, companywide meetings, vendor visits, store visits).
• Must comply with all policies and procedures outlined in the Lovesac Employee Handbook and work collaboratively with fellow employees, treating all clients, both internal and external with dignity and respect at all times.
• Must demonstrate excellent judgment, integrity, and trustworthiness in managing financial transactions, handling sensitive business and customer data, customer privacy and ensuring the comfort and safety of persons and property.
• Must be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor. This position requires the following actions on more than an occasional basis; bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, climbing.

Full Time Benefits*

• Financial Benefits: Annual Bonus Program, Annual and Inaugural Grant Equity Awards, 401K Matching Contribution, Financial Wellness Tools.
• Health and Wellness Benefits: Medical, Dental, Vision, Health Savings and Flexible Spending Accounts, Paid Parental Leave, Life/AD&D, Short Term and Long-Term Disability, Critical Illness and Accident Insurance, Employee Assistance Program.
• Paid Time Off: Up to 160 hours of paid time off within our fiscal calendar year, prorated from date of hire, 8 paid company recognized holidays.
• Pet Insurance and generous Associate Discounts.

• Eligibility and terms for all benefits listed are as outlined in Lovesac’s policy and plan documents.

Associate pay will vary based on factors such as qualifications, experience, skill level and competencies.

Lovesac is an Equal Opportunity Employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, national origin, ethnicity, religion, sex, sexual orientation, gender (including gender-related identity, gender nonconformity),, pregnancy, age, national origin, marital status, physical or mental disability, military status, genetic information or any other characteristic protected by applicable law.

Non-New York City Applicants Only: To the extent permitted by law, conditional offers of employment will be contingent upon successful completion of a background check, including but not limited to education verification, employment history verification, reference checks, criminal history and motor vehicle history (if vehicle required). All qualified applicants with criminal histories will be considered in accordance with applicable local, state, and federal law.

Lovesac participates in E-Verify as required by law. Immigration sponsorship is not available for this role.

Lovesac is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at: Accommodations@lovesac.com.