Return & Warranty Specialist

PB Tech is New Zealand's largest reseller of computer hardware and related technology, established in 1993. With a focus on providing top-tier computer hardware, consumer electronics, IT solutions and home appliances, PB Tech has built a strong reputation for quality products, customer service and competitive pricing. Operating nationwide, PB Tech offers a wide range of products including laptops, computers, smartphones, cameras, gaming equipment and smart home devices, among others. As NZ's leading reseller of technology, we pride ourselves on being at the forefront of technology trends and delivering exceptional value to our customers. About the role The Return & Warranty Specialist is responsible for supporting the end-to-end returns and warranty process across the RA Department. This includes processing non-faulty returns, managing branch faulty stock, assisting with incoming stock, creating and updating RA tickets, coordinating repair, replacement, credit and rejection outcomes, and providing clear and timely communication to customers, suppliers, the RA team, customer service and other internal departments. The role supports consistent RA and warranty outcomes by following RA procedures, maintaining accurate documentation, tracking repair progress, resolving customer enquiries, escalating complex matters where required, and contributing to continuous improvement within the team. Key responsibilities Process customer and branch returns in line with RA procedures, including non-faulty returns and faulty stock received from branches Receive, check, organise and prepare returned or warranty items for assessment, storage, dispatch to vendors, repair, replacement, credit or other approved outcome Ensure products are handled, packaged, labelled and stored correctly to minimise loss, damage or delay Create, update and maintain RA tickets accurately, including product details, customer information, warranty status, repair progress and final outcomes Track repair, replacement and credit progress with suppliers and internal teams, following up within expected timeframes Respond to customer RA and warranty enquiries by phone or email in a professional, helpful and timely manner Process, action and respond to assigned RA emails and customer enquiries within agreed SLA or team timeframe expectations Explain RA and warranty processes clearly to customers, including expected steps, documentation requirements, likely timeframes and available outcomes Work collaboratively with team members by sharing knowledge, supporting workload priorities and contributing to consistent RA and warranty outcomes Escalate complex, unusual or difficult cases to the appropriate senior team member or RA Manager for guidance and decision support About you 2-3 years' experience in returns, warranty, technical support, logistics or a related customer service field is required Strong attention to detail and a methodical approach to documentation and process Confident, clear communication skills, comfortable dealing with customers, suppliers and internal teams Good organisational skills with the ability to manage multiple RA tickets and priorities at once A customer-first attitude and a calm, professional approach to resolving enquiries A team player who is happy to share knowledge and support colleagues A genuine commitment to health and safety in the workplace #J-18808-Ljbffr