Job Description

The Customer Service & Returns Specialist supports customer service operations while modeling Murdoch’s commitment to exceptional customer experiences. This role assists with daily customer service activities and returns center order processing while serving as a key liaison among customers, fulfillment teams, and internal partners. The Specialist participates in the day-to-day operation of eCommerce and ship-to-home services to support efficiency, consistency, and customer satisfaction.

As a Murdoch's Team Member in this role, you will...

• Addresses customer complaints by researching, responding, and following up with customers in a timely manner.
• Processes eCommerce order returns daily.
• Assists customers with issues involving returns or orders through phone, email, and chat
• Greets customers via telephone or chat to assist customers with website registration, order processing, product information, pricing, shipping information and general eCommerce information.
• Liaises with our store locations for any issues raised by customers regarding either orders or returns
• Reviews, accepts, and processes manual orders received by phone.
• Works with courier companies over issues raised by customers regarding either orders or returns.
• Assist stores and customers with the Loyalty program.
• Collaborates with the Fraud Specialist to research potentially fraudulent orders and provide relevant order information.
• Collaborate cross - functionally with the Murdochs.com team to drive customer satisfaction and operational success.
• Perform additional duties as assigned to support business needs.

Requirements

As a Murdochian in this role, you must...

• Demonstrated excellence in customer service with the ability to deliver positive, solution-focused experiences.
• Proficiency in Microsoft Office applications, with solid technical aptitude and troubleshooting skills.
• Ability to effectively multi-task and prioritize work in a fast-paced, evolving environment.
• Strong written, verbal, and interpersonal communication skills.
• Self-motivated, resourceful, and capable of working independently with minimal supervision.
• Positive, team-oriented mindset with a collaborative approach to problem-solving.
• Ability to empathize with customers and store associates to support effective issue resolution.

Physical Demands:

• Stand and/or sit for a long period of time.
• Heavy and repetitive lifting (up to 50lbs).
• Bending, carrying and pushing.
• Working on a ladder.
• Repetitive wrist movements on keyboard.
• Close vision for computer work.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Competitive Benefits + Compensation:

• $19 - $21 per hour depending on experience.
• Amazing Employee Discount on everything from clothes to power tools to pet food.
• Multiple Health Insurance options to best suit your needs after 60 days.
• Dental & Vision options to complete your health plan.
• Life Insurance to secure your family’s financial future.
• Paid Vacation allows you to relax and recharge.
• Holiday Pay throughout the year so you can celebrate with your family.
• Paid Sick Time empowers you to stay home and focus on your health without losing pay.
• 401(k) with a generous 4% company match to help plan for retirement.
• Paid Parental Leave to take time to bond with your family’s new addition.
• Community Giving Program matches your donations and provides paid volunteer hours.
• Wellness Program saves you money by lowering medical premiums with credits earned.
• Training Program helps you expand your knowledge and skills with over 250 courses.
• Other various Voluntary Insurance Options.