Customer Service Representative

Customer Service Representative - Returns Specialist

Warson Brands is looking for an individual to join our Customer Service Team. Our goal is to provide the best customer service, period! Warson Brands* offers a portfolio of ten national brands and over 800 styles of safety footwear for men and women. We have been in the occupational and military footwear business since 1988. We design and engineer footwear for nearly every occupation on the planet. With us, designing and crafting occupational and duty uniform footwear isn't just a sideline, it's our passion, our one and only business.

Our work environment includes:

• Modern office setting
• Work-from-home days

Job Summary

The Customer Service Representative (CSR) will join the Customer Service Department to assist with day-to-day operations and customer service support for all Warson customers. The CSR will be assigned to specific states/customers and work directly with designated customer accounts and territory managers. The CSR - Return Specialist will assist customers and territory managers with providing return authorizations for new and defective footwear.

Key Responsibilities

• Manage incoming phone calls, emails, chats from all customers (B2B, B2C, EDI, etc.) and Warson Brands territory managers and take appropriate action as needed.
• Process daily return authorizations (RA).
• Collaborates regularly with invoicing/credit memo and product development returns team regarding RA status and resolution.
• Accurately and timely processes customer orders via phone, email or chat.
• Address emails in a timely and efficient manner.
• Report on customer order status and inventory levels to customers and sales team.
• Provide backup and flexibility to Customer Service / EDI team members as needed.
• Identify and assess customer’s needs to ensure complete satisfaction.
• Provide customers with accurate and complete information.
• Engage customers & coworkers in a pleasant and professional manner.
• Address issues by analyzing issues and providing appropriate solutions and alternatives.
• Timely follow up to open items to ensure complete resolution.
• Position task list as assigned by Customer Service Manager.
• All other duties as assigned.

Qualifications

• Bachelor’s degree preferred.
• Customer service or internal sales experience preferred.
• Strong attention to detail and ability to multitask.
• Excellent written and verbal communication skills.
• Basic proficiency in MS Office and ERP systems (e.g., NetSuite, Oracle, SAP).
• Ability to work collaboratively in a team environment.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in St. Louis, MO 63132