RETURNS CUSTOMER SUPPORT ASSOCIATE

Help Us Deliver the “Wow” Factor At Orbus, our customer promise is simple: “You’ll love doing business with us.” As a Customer Support Associate, you are an ambassador of the company. This is not just a data-entry job- it is a dynamic, fast-paced role where your problem-solving skills directly impact our success and keep our clients smiling. If you love multitasking, thrive in a vibrant team environment, and get a thrill from turning a challenging situation into a customer win, you will fit right in. Why You’ll Love this Role Direct Impact: You own the customer solution from start to finish, giving you autonomy to make things right.

Responsibilities

• Gain mastery over industry-leading CRM, data and Communication tools.
• Work hand-in-hand with manufacturing, sales and logistics teams in supportive environment.
• Know exactly what success looks like with performance metrics and supportive leadership.
• You Will Do Day-to Day Be the Ultimate Problem Solver Turn Challenges into Wins: Manage customer return cases from initial contact to final resolution, turning everyday issues into seamless, positive experiences.
• Process credits, replacements, rebills and shipping reroutes with a goal of same-day resolution.
• Keep Customers in the loop with clear, proactive updates via phone and email so they always feel supported.
• Act as the primary point of contact through phone and email with an energetic focus on live telephone interactions.
• Introduce customers to exciting new promotions, product updates, or alternatives that enhance their business.
• Partner with internal production teams to ensure replacement orders are clear, manufactured and shipped on time.
• You also enjoy asking questions and continuously growing your own skill set.
• You take pride in being there for your team and customers, managing your schedule accurately, completing daily tasks efficiently.

Requirements

• You naturally prioritize tasks in a fast- moving environment without losing your attention to detail.
• You enjoy learning new Software and Tools as well as the Orbus product line and manufacturing capability.
• You bring a solutions-oriented, positive attitude to every phone call and internal meetings.
• It Takes to Succeed High Efficiency: Ability to hit an 80% or higher call-answer rate and maintain a high level of accuracy, (error rate of 0.25% or better).
• Excellent verbal and written skills with a professional, empathetic tone.
• Ready to start fresh at your scheduled time and open to occasional seasonal overtime to support our peak business periods.

Benefits

• We care about your well-being, your professional growth and your life outside of work.
• At Orbus, we offer a comprehensive benefits package design to support you and your family.
• Comprehensive medical, dental, and vision plans to keep you and your family healthy.
• Generous PTO package including paid company holidays to help you relax and recharge.
• Work-Life Balance, predictable schedules with standard daytime shifts so that you can plan your life with confidence.

Position Goal

Customers feel supported and confident that Orbus is committed to resolving issues quickly and fairly.