JOB DETAILS

Customer Service & Returns Center Manager

CompanyMurdoch's Ranch & Home Supply
LocationFort Collins
Work ModeOn Site
PostedJune 5, 2026
About The Company
The Murdoch’s story is one of humble beginnings. It is a story about a man, a belief and the understanding that value is often found in honest, old-fashioned ideas. The vision behind Murdoch’s included three simple principles: carry lots of down-to-earth merchandise; be a place where the whole family likes to visit; and be a place where the customer is always met with thanks. Murdoch’s is proud to have 40 stores spanning Colorado, Idaho, Montana, Nebraska, Texas and Wyoming. Our family of stores is staffed with more than 2,200 dedicated team members - all friendly, knowledgeable folks who are there to help! At Murdoch’s Ranch & Home Supply, we’re downright proud of the mark we’ve made with our authentic western brand. Along with our industry-leading suppliers and manufacturers, Murdoch’s represents real lives with real stories. We know that our customers depend on us for quality merchandise and a square deal. We’re not big on bells and whistles; however, we do carry both in our stores! Be it a stock tank, dog food, or a pair of cozy socks, one thing is for certain: the trusted brands we carry all measure up to the Murdoch’s name in durability, style, outstanding service and value. We’re big on doing the basics right. We know the value of a hard day’s work, a positive attitude and doing the right thing (even when no one is looking). Above all, we know how to have fun while we’re doing it! Our aim is to earn the trust and loyalty of our customers and to maintain the premium standards of our distinctive western brand.
About the Role

Description

The Customer Service and Returns Center Manager is responsible for leading and developing a high- performing customer service team that represents Murdoch’s commitment to exceptional customer experiences. This role oversees daily customer service operations and return center order processing while serving as a key liaison between customers, fulfillment teams, and internal partners. The Manager drives continuous improvement of processes, policies, and service standards, while remaining actively involved in day-to-day operations to ensure efficiency, consistency, and customer satisfaction.



As a Murdoch's Team Member, you will...

  • Lead and manage daily customer service and return center operations, ensuring a consistent, high-quality customer experience across all channels.
  • Partner with the eCommerce Operations Manager & Specialist to resolve escalated customer issues and complaints promptly and effectively.
  • Investigate, respond to, and follow up on customer concerns to ensure timely resolution and customer satisfaction.
  • Develop, implement, and continuously improve customer service and return procedures, policies, and standards aligned with company values.
  • Actively support the team by assisting with phone calls and customer chats as needed throughout the day.
  • Recruit, train, coach, and mentor customer service and returns specialists to build a high-performing, engaged team.
  • Oversee and enhance returns processing workflows to ensure accuracy, efficiency, and timely completion that meets customer expectations.
  • Review customer calls and chats to ensure service consistency, quality standards, and coaching opportunities.
  • Analyze call center volume and performance metrics to maintain effective staffing schedules based on demand.
  • Serve as a liaison between customers, store locations, and internal teams to resolve issues and support store and company goals.
  • Collaborate cross-functionally with the Murdochs.com team to drive customer satisfaction and operational success.
  • Perform additional duties as assigned to support business needs.

Requirements

As a Murdochian, you must...

  • Demonstrated excellence in customer service with the ability to deliver positive, solution-focused experiences.
  • Proven ability to coach, mentor, and develop team members to build engagement and performance.
  • Proficiency in Microsoft Office applications, with solid technical aptitude and troubleshooting skills.
  • Ability to effectively multi-task and prioritize work in a fast-paced, evolving environment.
  • Strong written, verbal, and interpersonal communication skills.
  • Self-motivated, resourceful, and capable of working independently with minimal supervision.
  • Positive, team-oriented mindset with a collaborative approach to problem-solving.
  • Ability to empathize with customers and store associates to support effective issue resolution.

Physical Demands:

  • Sitting for long periods of time.
  • Repetitive wrist movements on keyboard.
  • Close vision for PC work.
  • Bending, carrying, and pushing.
  • Ability to lift up to 50lbs.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Competitive Benefits + Compensation:

  • 58k - 60k annually depending on experience.
  • Amazing Employee Discount on everything from clothes to power tools to pet food.
  • Multiple Health Insurance* options to best suit your needs after 60 days.
  • Dental & Vision options to complete your health plan.
  • Life Insurance to secure your family’s financial future.
  • Paid Vacation* allows you to relax and recharge.
  • Holiday Pay throughout the year so you can celebrate with your family.
  • Paid Sick Time** empowers you to stay home and focus on your health without losing pay.
  • 401(k) with a generous 4% company match to help plan for retirement.
  • Paid Parental Leave* to take time to bond with your family’s new addition.
  • Community Giving Program matches your donations and provides paid volunteer hours.
  • Wellness Program* saves you money by lowering medical premiums with credits earned.
  • Training Program helps you expand your knowledge and skills with over 250 courses.
  • Other various Voluntary Insurance Options.

*Available to full-time team members.

**Available to full-time team members and Colorado part-time team members.


#LI-CS1

Key Skills
Team LeadershipCustomer Service ManagementReturns ProcessingPerformance Metrics AnalysisStaffing SchedulingConflict ResolutionCoaching and MentoringMicrosoft OfficeProcess ImprovementCross-functional CollaborationInterpersonal CommunicationMulti-tasking
Categories
Customer Service & SupportManagement & LeadershipRetailLogistics
Benefits
Employee DiscountHealth InsuranceDental InsuranceVision InsuranceLife InsurancePaid VacationHoliday PayPaid Sick Time401(k) with Company MatchPaid Parental LeaveCommunity Giving ProgramWellness ProgramTraining ProgramVoluntary Insurance Options
Job Information
📋Core Responsibilities
Lead and develop a high-performing customer service and returns center team to ensure exceptional customer experiences. Oversee daily operations, optimize return workflows, and serve as a liaison between customers and internal fulfillment teams.
📋Job Type
full time
💰Salary Range
$58,000 - $60,000
📊Experience Level
5-10
💼Company Size
823
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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