Return Manager (Experienced Customer Service)

Return Manager (Experienced Customer Service) Minus33 Merino Wool Clothing - Ashland, NH (On-Site) Summary At Minus33 Merino Wool Clothing , we create premium Merino wool apparel for people who live and work outdoors. The Return Manager is a mid-level customer service role focused on managing returns, handling more complex customer situations, and supporting efficient operations. This role is a strong next step for someone who wants more ownership, hands-on product involvement, and decision-making responsibility , along with exposure to basic accounting and financial processes .

Key Responsibilities:

Returns Processing & Product Handling Process incoming customer returns (RMA) accurately and efficiently Inspect, clean, and repackage returned products for resale Evaluate item condition and determine: Resellable Damaged / unsellable Maintain high standards for inventory accuracy and product quality Exchanges Management Own and execute customer exchanges end-to-end Ensure timely processing and clear communication Coordinate with inventory and order systems to prevent errors Apply basic accounting awareness when handling refunds, exchanges, and adjustments Multi-Channel Returns Manage returns across: Website (DTC) Online marketplaces (Amazon, etc.) Dealer / wholesale partners Ensure consistency in process and policy across all channels Customer Communication & Decision-Making Handle complex or escalated customer situations Make judgment calls on return eligibility and product condition Address cases involving product misuse or abuse Communicate decisions clearly, professionally, and fairly Operations, Systems & Accounting Support Maintain accurate records of returns, credits, and customer interactions Reconcile returns, refunds, and exchanges Use or learn QuickBooks (or similar systems) for basic return-related accounting tasks Identify recurring issues and suggest process improvements Act as a resource for returns-related questions within the team Support projects that improve efficiency or customer experience Qualifications Required 2+ years in customer service, returns, or order management Strong attention to detail and accuracy Ability to handle hands-on product inspection and processing Solid problem-solving and decision-making skills Excellent written and verbal communication Basic math skills and comfort working with numbers Preferred Experience in apparel, outdoor gear, or e-commerce Familiarity with QuickBooks or similar accounting software Experience with order management or return systems Comfort working across multiple sales channels Position Level Mid-level (Level 2) role within customer service Ideal for someone ready to expand beyond foundational support work Opportunity to build operational and accounting-related experience

Work Details Location:

Ashland, NH 03217 (On-site)

Schedule:

Monday-Friday, 9:00 AM - 5:30 PM OR 10:00 AM - 6:30

PM Job Type:

Full-time Remote Work:

No Benefits Retirement plan + matching Health and vision insurance 2 weeks vacation 3 sick days 7 paid holidays Commute / Relocation Must be able to commute to Ashland, NH Relocation required before start Additional Requirements Criminal background check required Drug screening required

Job Type:

Full-time Pay:

$47,000.00 - $52,000.00 per year

Benefits:

401(k) matching Employee discount Flexible schedule Flexible spending account Health insurance Paid time off Retirement plan Tuition reimbursement Vision insurance Ability to

Commute:

Ashland, NH 03217 (Required) Ability to

Relocate:

Ashland, NH 03217: Relocate before starting work (Required)

Work Location:

In person