Customer Service Specialist - Returns & E-Commerce

Key Responsibilities

Returns Management

• Manage and process aftermarket customer return requests, including RMAs, credits, replacements, and return authorizations.
• Review return requests for accuracy, eligibility, documentation, and compliance with Brembo return policies.
• Coordinate with customers, sales teams, warehouse operations, quality, and finance to ensure timely resolution of returns.
• Track return status from request through final disposition.
• Identify recurring return issues and communicate trends to internal teams for corrective action.
• Support root cause analysis related to incorrect shipments, damaged goods, warranty concerns, cataloging issues, or customer order errors.
• Maintain accurate return records and reporting within ERP, CRM, or other internal systems.
• Help improve return processes to reduce cycle time, improve visibility, and enhance customer satisfaction.

E-Commerce Support

• Support daily e-commerce order flow, including order review, processing, tracking, and issue resolution.
• Work with internal teams and external customers to resolve e-commerce order discrepancies, shipping issues, payment or credit questions, and product availability concerns.
• Monitor customer portals, online order platforms, and marketplace-related activity where applicable.
• Ensure product, pricing, availability, and order data are accurate across relevant systems.
• Assist with e-commerce customer onboarding, portal navigation, and order support.
• Partner with sales, customer service, product management, and supply chain teams to improve the digital customer experience.
• Help identify opportunities to streamline order processing, improve response times, and reduce manual work.

Customer & Internal Support

• Serve as a key point of contact for assigned customers regarding returns, e-commerce order issues, and aftermarket service inquiries.
• Provide timely, professional, and accurate communication to customers and internal stakeholders.
• Support sales team members with customer follow-up, account issue resolution, and order/return visibility.
• Collaborate with product management on fitment, catalog, and application-related questions.
• Work closely with logistics and warehouse teams to resolve shipping, receiving, and inventory concerns.
• Assist finance with credit memo support, deduction research, and return-related documentation.

Reporting & Process Improvement

• Prepare regular reports related to returns, credits, e-commerce order issues, and customer service metrics.
• Track KPIs such as return cycle time, open RMA aging, credit processing time, order issue resolution, and customer response time.
• Identify process gaps and recommend improvements to increase efficiency and customer satisfaction.
• Support continuous improvement initiatives within the Aftermarket organization.
• Maintain organized records, documentation, and standard operating procedures for returns and e-commerce support activities.

Required Qualifications

• 2+ years of experience in automotive aftermarket, customer service, returns management, e-commerce operations, order management, or related field.
• Strong understanding of automotive aftermarket customers, distribution channels, and order fulfillment processes.
• Experience working with ERP, CRM, customer portals, or order management systems.
• Excellent communication, follow-up, and problem-solving skills.
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office, especially Excel, Outlook, and Teams.
• Ability to work cross-functionally with sales, logistics, finance, product, and customer service teams.
• Professional customer-first mindset with the ability to handle urgent or sensitive issues effectively.

Preferred Qualifications

• Experience with automotive brake components, performance parts, or replacement parts distribution.
• Familiarity with e-commerce platforms, B2B portals, marketplace order processing, or digital catalog systems.
• Experience with SAP, Microsoft Dynamics, Salesforce, Power BI, or similar business systems.
• Knowledge of return authorization processes, credit memo workflows, warranty support, and claims processing.
• Understanding of automotive cataloging, part numbers, fitment data, ACES/PIES, or product application data.
• Experience supporting national retailers, warehouse distributors, e-commerce customers, or large aftermarket accounts.
• SAP

Key Competencies

• Customer Focus
• Problem Solving
• Attention to Detail
• Accountability
• Communication
• Cross-Functional Collaboration
• Process Improvement
• Sense of Urgency
• Data Accuracy
• Aftermarket Business Understanding