Job Description:
As the Returns Team Leader, you will oversee and coordinate the returns process, ensuring accuracy, efficiency, and excellent customer satisfaction. You handle returned items with care and attention to quality while upholding brand standards. This role requires strong organizational and communication skills and a keen eye for detail to maintain high standards in processing and inventory management.
Duties and Responsibilities:
Returns Processing:
* Oversee and manage the end-to-end returns process, ensuring returned products are accurately inspected, processed, and restocked in a timely manner.
* Implement quality control checks on returned merchandise to maintain inventory standards.
Team Leadership:
* Lead and support a team of returns specialists, providing training, guidance, and mentorship to maintain high-performance standards.
* Monitor team performance, setting clear expectations and goals for productivity, accuracy, and customer service.
Customer Experience:
* Collaborate with the customer service team to address return-related customer inquiries and resolve issues promptly.
* Ensure a seamless customer experience by maintaining transparent communication and a high standard of service.
Inventory Management:
* Maintain accurate inventory records for returned products, identifying any issues or patterns in returned merchandise.
* Work closely with warehouse and inventory teams to ensure accurate stock levels and report any discrepancies.
Continuous Improvement:
* Identify opportunities to improve the returns process and implement strategies to increase efficiency and reduce returns related costs.
* Stay updated on industry best practices and make recommendations for process improvements.
Reporting and Analysis:
* Prepare regular reports on return metrics, including return rates, reasons for returns, and operational costs.
* Analyse data to identify trends and provide insights to senior management on customer satisfaction and inventory health.
Essential Education & Training:
* Minimum 3 to 5 years related warehouse and/or distribution centre experience.
* Minimum of 2-3 years in a customer service, warehouse, or returns processing role.
* GCSEs in Maths, English and Science (grades A to C).
Preferred Knowledge & Experience:
* Experience with warehouse equipment.
* Experience with warehouse management systems.
* Minimum of 2-3 years in a customer service, warehouse, or returns processing role, with prior leadership experience preferred.
* Experience in the fashion or apparel industry is a plus.
Skills and Competencies:
* Strong organizational skills and attention to detail.
* Excellent verbal and written communication skills.
* Ability to work collaboratively and lead a team effectively.
* Proficiency in inventory management software or returns processing systems.
* Customer-centric mindset with a problem-solving approach.
Physical Requirements:
* Ability to lift and move packages.
* Ability to stand for extended periods and work in a fast-paced environment.
Technical / Functional Skills:
* Ability to use Microsoft Office (Word, PowerPoint and Excel), required level – MEDIUM.
* Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
* Ability to multi-task.
* Good analytical and numerical skills.
* Ability to maintain very high levels of accuracy in the processing and provision of management information.
* Well-developed communicator both verbal and written.
* Proactive, creative and highly organised.
Job Reference (when applying):
#RETURNSTEAMLEAD