E-commerce Returns and Buyer Relations Specialist (project-based)

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and help each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee- you are part of a team where you can truly thrive and make a difference.

About the job: The E-commerce Returns and Buyer Relations Specialist will manage returns processing, respond to buyer inquiries, and facilitate feedback removals. This role includes contacting buyers about overdue orders, processing cancellations, compiling service metrics, and reporting on faulty returns. Additionally, the specialist will address account-specific issues, ensuring a smooth experience for our customers. If you are detail-oriented and enjoy problem-solving to help customers, we encourage you to apply and join our dynamic team.

What You'll Do

Returns Processing

• Create and manage labels for returned items
• Communicate with customers to suggest alternative solutions.
• Process partial refunds as needed.
• Assist with the refund process for items that have been returned and delivered.
• Collaborate with the returns team via email for any necessary support.
• Analyze and report on recurring return issues for specific SKUs.
• Customer Engagement.
• Message buyers directly through eBay regarding returns and negative feedback.
• · Maintain a list of buyers for the removal of negative feedback.
• · Contact buyers about orders that are on hold or overdue

Cancellation Management

• Process cancellations for BeachCamera, Google, and Buydig accounts.

Reporting and Analysis

• Review and analyze monthly service metrics reports.
• Identify and document common issues affecting service.
• Create and maintain comprehensive service metrics reports in Excel.
• Report buyers as necessary and follow up on faulty returns.
• Report suspected freight forwarders from Delaware and Oregon.

What You'll Bring

• At least a high school graduate but any degree in education, business, e-commerce or any related field is preferred
• Minimum of 6 months of experience in customer service or a similar role.
• With prior experience in E-commerce platforms, such as eBay or any similar platform
• Familiarity with returns processing and buyer relations in an online retail environment is essential.
• Excellent verbal and written communication skills
• Detail-oriented, with the ability to manage multiple tasks and prioritize effectively.
• Analytical skills to compile and interpret service metrics reports.
• Proficiency in Microsoft Excel for data compilation and reporting.
• Strong problem-solving abilities.
• Adaptable to various work environments, able to work both independently and as part of a team.
• Flexibility with work schedules: GY shifts, weekends, and holidays as needed.

What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting Possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.

We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market-competitive total compensation/rewards package including:

• Day 1 HMO
• Competitive base pay with incentives and allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave
• 13th-month pay
• Onsite medical support
• Skills and training development programs
• Employee Engagement Events
• Employee Referral Program

EEO Statement:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Third-Party Agency Notice:

FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.