Customer Return Specialist

Description

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed. 

We are proud to be recognized:

• Among America’s Best Midsize Employers by Forbes in 2021, 2022 and 2024
• As a Chicago Tribune Top Workplace for four consecutive years (2021-2024)

Role Summary

In this critical role, you’ll be the go-to expert for managing customer return requests - from evaluating contractual return eligibility to coordinating carrier pickups and supporting claim resolution. You’ll also help ensure accuracy in accounts receivable by managing transaction discrepancies and driving cost-saving improvements related to returns.

In This Role, You Will…

• Manage product return requests from assigned customers, ensuring alignment with return policies and customer agreements.
• Analyze and resolve claims related to shortages, damages, and defects, collaborating with Sales, Logistics, and Accounts Receivable.
• Coordinate carrier pickups and gather all necessary documentation to support freight and carrier claims.
• Research deductions, process approved credits, and resolve invalid claims with appropriate documentation.
• Maintain accurate customer return profiles and ensure documentation is properly stored per corporate policies.
• Support cross-functional teams on returns due to order refusals, distribution errors, or customer mistakes.
• Provide regular insights and reporting on return activity to management and key stakeholders.
• Identify opportunities to improve return processes and minimize financial leakage across the business.

What You Bring to the Team

• A minimum of three (3) years of experience in Accounts Receivable, customer service, and/or logistics/distribution.
• Excellent written and verbal communication skills.
• Strong analytical and organizational abilities; detail-oriented and proactive in problem-solving.
• Ability to manage multiple priorities while maintaining accuracy and follow-through.
• Experience working cross-functionally and building productive relationships.

The hiring range for this position in Itasca, IL is $28 to $32 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills and experience, among other factors. An annual incentive may be provided as part of the compensation package, in addition to a full range of medical, financial and/or other benefits, dependent on the level and position offered. An overview of our benefits offering is available here: Fellowes Benefits Overview.

Fellowes Brands - A Family Business Since 1917
For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a “Brand on the Move” and remain committed to finding new ways to help people work better and feel better.

Visit our Careers Site: www.fellowesbrands.com/us/en/careers/Pages/overview.aspx

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.