Purpose of Job: This position is responsible for supervising, scheduling, and coordinating the activities of the returns assistants to ensure accurate handling of all returns processes.
Reporting to the Head of Operations the successful candidate will be responsible for improving processes and ensuring all customer interfacing is met with a positive and professional image at all times, assisting customers promptly and efficiently, maintaining a high level of service.
Supervises the receipt of goods returned by customers and refunds them accordingly.
Ensures the returns team follows appropriate procedures and maintains documents as necessary.
To understand and take ownership of the Warehouse returns process. Contributes to the development of processes and procedures.
Prioritize department procedures for efficient workflow and communicate priorities effectively with the team through written and oral instructions.
Create weekly schedule shifts and adjust shift assignments as needed bearing in mind overtime costs needs to be minimal.
Manage the teams' productivity, efficiency, and accuracy of all processes. Examine work for exactness and conformance to policies and procedures.
Co-ordinate with Customer Care agents concerning returns from customers.
Compile reports on returns data as requested by the Head of Operations.
To lead and provide direction to the team ensuring processes are followed.
Continuously drive to optimize processes within the returns department, setting up new processes to meet operational demand.
Manage the flow of products within the department, reduce dwell time and optimize put-way back to stock.
Conditions of Employment
Must be able to lift and move boxes of up to 20Kg
Proven experience in sales and inventory analysis, ideally within merchandising or stock management. You will also be commercial-minded, creative, numerate, and PC literate.
Inventory management techniques, Supervision, and leadership of people; interpersonal and communication skills; team player; pc literate
Great timekeeping, strong reading & numeracy skills
Experience in systems, problem-solving, and leading a core team will be a key aspect.
Ability to Work Under Pressure