Customer Support Associate – Returns Role Overview

The Customer Support Associate is a key ambassador of the Orbus brand, responsible for delivering exceptional customer experience at every touchpoint. This role ensures that all customer interactions are handled professionally, accurately, and in alignment with the Orbus Customer Promise: “You’ll love doing business with us.”

The ideal candidate is highly organized, personable, and thrives in a fast-paced environment. This individual enjoys multitasking, is flexible in adapting to changing priorities, and manages time efficiently while maintaining attention to detail.

Key Responsibilities

• Serve as a primary point of contact for customers, delivering timely, accurate, and professional support via phone, live chat, email, and other communication channels, with an emphasis on increased telephone interaction
• Learn and become proficient in required software and applications, including but not limited to Lift, CRM systems, and Case Management tools, to effectively support customer needs
• Manage customer cases from initial inquiry through resolution, ensuring timely follow-up and clear communication throughout the process
• Proactively communicate with customers regarding order status, updates, promotions, and relevant marketing messages to enhance engagement and overall customer satisfaction
• Collaborate with internal teams to resolve issues efficiently and support seamless order fulfillment
• Maintain organized, accurate customer and order records within internal systems
• Consistently delivers excellent customer experience by providing prompt, courteous, and solutions-oriented responses aligned with the Orbus Customer Promise

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Traits & Role Requirements

Organization & Multitasking

• Demonstrates strong organizational skills, including effective management of company email to keep drafted orders, cases, returns, and escalations well-organized for clear internal and external communication
• Completes all assigned work, including orders and cases, prior to the end of each workday to support customer expectations and on-time manufacturing
• Effectively multitasks and prioritizes workload in a fast-paced environment while maintaining accuracy and attention to detail

Time Management & Availability

• Maintains availability in Ring Central for direct calls and transfers, including:
• Achieving a call answer rate KPI of 80% or higher
• Accepting calls from the queue as required
• Clocks in on time via ADP desktop and is fully prepared to begin work at the scheduled start time; Accurately clocks in and out to ensure shifts are documented and compensated correctly
• Works overtime only when approved in advance; additional overtime may be required during peak seasons as communicated by a manager or supervisor
• Manages unplanned PTO to no more than six occurrences within a rolling 12-month period
• PTO requests submitted at least 48 business hours in advance are considered planned; two weeks’ notice is strongly encouraged

Learning & Engagement

• Actively participates in all required training
• Takes ownership of ongoing learning by asking questions, taking notes, and requesting additional training when needed
• Applies new knowledge quickly to improve performance and customer experience

Quality, Accuracy & Proactive Go-to-Market Reinforcement

• Consistently delivers high-quality work, maintaining a case error rate KPI of 0.25% or better
• Demonstrates accountability and attention to detail in all customer interactions and system entries
• Is proactive, and reinforces approved and trained-upon go-to-market initiatives and messaging to support client education, leading to increased touch points, up-sell and cross-sell opportunities

Daily Responsibilities

Returns & Service Resolution

• Manage customer service return cases from receipt through resolution, completing assessments promptly and meeting required timelines
• Process credits, replacements, rebills, and reroutes efficiently, prioritizing same-day handling whenever possible
• Maintain ownership of pending cases by proactively following up with customers and internal teams until resolution
• Communicate via telephone and email status updates clearly and consistently, even when no new information is available
• Escalate delays or unresolved issues to a manager as needed to ensure timely resolution
• Goal: Customers feel supported and confident that Orbus is committed to resolving issues quickly and fairly.

As part of our hiring process, we ask all interested candidates to complete our Culture Index survey using the link below. There are no right or wrong answers. Your responses help us understand your natural work style, preferences, and strengths so we can create the best possible fit.

Survey link: https://surveys.cultureindex.com/s/T3R6E8L27J/66696