Returns Specialist

Description

Are you a detail-oriented professional with a passion for customer service? Then set your sights on a career at Heritage Auctions, headquartered in Dallas, Texas, with offices in New York, Chicago, Beverly Hills, London, Hong Kong, and other cities. Heritage Auctions is the largest auction house founded in the U.S. and serves more than 50 different auction categories, including Coins, Sports, Comics, Historical, Jewelry, Fine & Decorative Art, Wine, and many more.  

SUMMARY: As a Returns Specialist, you'll manage the return process for auctioned items, ensuring client satisfaction and efficient resolution of return requests. you will oversee the return and dispute resolution process for auctioned items. This role requires strong attention to detail, excellent problem-solving skills, and a deep understanding of auction house policies. You will work closely with clients, internal departments, and logistics partners to ensure timely and professional handling of returns.

BENEFITS:

• Medical, Dental, Vision coverage
• Paid Time Off (PTO)
• 401(k) Savings Plan
• Daily Pay: Access your earned pay when you need it

LOCATION: Conveniently located south of Dallas/Fort Worth International Airport, at the NW corner of W. Airport Freeway (Hwy. 183) and Valley View Lane.

COMPENSATION: Commensurate with experience 

ESSENTIAL DUTIES & RESPONSIBILITIES:

Returns Processing & Client Communication

• Manage return requests and assess their validity based on auction house policies.
• Investigate claims related to misrepresented, damaged,  or lost items.
• Customer Satisfaction: Maintain Heritage’s high standards for client satisfaction by providing accurate, clear, and complete information with professional and empathetic customer service.
• Data Management: Accurately document all communications and return information to the client database with meticulous attention to detail.
• Other duties may be assigned to support the team.

LOGISTICS & INVENTORY MANAGEMENT

• Coordinate the return shipping process, if necessary.
• Work with the warehouse team to track and document returned items.
• Ensure proper restocking, reselling, or disposal of returned goods.
• Ensure compliance with auction terms and conditions regarding returns.

Requirements

EDUCATION & EXPERIENCE:

• High school diploma required; a degree in business, art history, or a related field is a plus.
• 2+ years in a returns, customer service, or dispute resolution role, preferably in an auction house, e-commerce, or luxury goods industry.
• Experience in email and chat-based customer communication (2+ years).
• Proficiency in Microsoft Outlook and Excel is a must.

SKILLS & ABILITIES:

• Exceptional Communication: Outstanding verbal, written, and interpersonal skills.
• Client-Centric Mindset: Positive attitude with a strong commitment to client satisfaction.
• Multitasking & Organization: Excellent time management and organizational skills to handle multiple tasks efficiently.
• Problem Solving: Critical thinking, good judgment, and the ability to resolve challenges independently.
• Attention to Detail: High level of accuracy and thoroughness in all tasks.

PREFERRED:

• Knowledge of auction industry standards, art handling, or collectibles is beneficial.
• Language Skills: Multilingual capabilities are a plus.

WORK ENVIRONMENT:

• Ability to work independently in a fast-paced, high-demand environment.
• Must be able to lift up to 50 lbs. daily.
• Available to work extended hours and weekends as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Heritage Auctions welcomes and encourages applications from women, minorities, veterans, mature workers, and persons with disabilities. EOE