• Manage the Returns department directly and/or through assigned Supervisors, Leads, and supporting clerical staff by providing leadership, direction, coaching, and accountability to ensure safe, efficient, and high-quality operations.
• Review workload or demand forecast to identify daily, short-term, and long-term required service outputs. Strategically organize the team and assign priorities in order to meet the necessary output.
• Clearly communicate functional area processes, operations and daily instructions to employees; adapt as necessary to changing priorities.
• Monitor productivity and provide strategic recommendations to improve efficiency; produce and distribute related KPI reporting. Utilize data and reporting to understand, report and improve efficiency.
• Work with Sr. DC Management and/or Brands to resolve problems and/or priorities affecting the assigned functional area.
• Identify and implement new operational and management systems, processes, and best practices as needed to adjust to new Brand requirements, volume growth, and/or technology changes.
• Identify and communicate headcount requirements and assist in the hiring process as needed.
• Ensure that team has all information required to successfully complete their work. Identify and resolve training requirements for team members.
• Purchase and manage inventory of any needed materials
• Monitor equipment to ensure it is in good operating condition; contact Maintenance with any issues.
• Provide labor and related expense budgets and forecasts.
• Educate and enforce company policies and safety procedures.
• Assess team members’ performance, attendance and productivity; manage necessary corrective actions and the performance evaluation/compensation process for assigned team members.
• Provides team management including; interviewing, selecting, and training employees; setting or recommending rates of pay and hours of work; maintaining production records; planning work, etc
• Ensure all returns are processed accurately and within established turnaround times.
• Oversee the receiving (crediting) team to ensure incoming returns are received, verified, and documented correctly.
• Supervise return processors to ensure merchandise is folded, sorted, and prepared according to company standards.
• Monitor the quality and integrity of returned products, ensuring only first-quality merchandise is approved for inventory.
• Communicate effectively with Customer Service Representatives (CSRs) and brand representatives regarding return status, customer requirements, and exception issues.
• Enter, monitor, and track operational issues in the company portal to ensure timely communication and resolution with internal teams and customer representatives.
• Ensure employees properly utilize the Warehouse Management System (WMS/UI) and handheld scanners in accordance with established Standard Operating Procedures (SOPs).
• Verify completed work before it advances to the next process, including:
• Properly securing container lids with zip ties.
• Verifying the correct unit quantities are packed in each container.
• Confirming all packaging meets company and customer-specific requirements.
• Ensure all processed merchandise meets first-quality standards before being returned to inventory or prepared for shipment.

Scope, Complexity and Autonomy

SPECIAL CONSIDERATIONS
Remote work: No remote work

Travel approximately up to (%): 0

Lifting and/or moving required: Required

Lift and/or move up to (lbs): 50

Frequency: Frequently

Bending/stooping/kneeling
Bending/stooping/kneeling required: Required

Frequency: Frequently

Routine standing
Routine standing (approximate hrs per day): 8