Customer Returns Lead

ECHELON SUPPLY AND SERVICE • Town of Salina, NY

9h • Onsite

About The Position

The Customer Returns Lead is responsible for owning and managing the end-to-end returns process across the entire company. This role will serve as the central point of contact for all return-related activity, ensuring timely processing, accurate documentation, and a positive customer experience. The ideal candidate is highly organized, detail-oriented, and capable of working independently while coordinating with multiple departments. This role is critical in protecting the company’s customer relationships while ensuring returns are handled efficiently and accurately. As the sole owner of the returns process, the Customer Returns Lead will play a key role in driving consistency, identifying improvement opportunities, and enhancing the overall customer experience.

Requirements

• 3+ years of experience in customer service, returns processing, or operations (manufacturing/distribution environment preferred)
• Strong attention to detail and organizational skills
• Ability to work independently and manage a high-volume workload
• Excellent communication and problem-solving skills
• Experience working with ERP systems (P21 or similar preferred)
• Proficiency in Microsoft Office, particularly Excel

Nice To Haves

• Experience handling returns in a technical or product-based industry (e.g., hose, hydraulic, or industrial distribution)
• Familiarity with warranty processes and product quality evaluation

Responsibilities

• Manage the full lifecycle of customer returns, including intake, evaluation, processing, and resolution
• Serve as the primary point of contact for all return inquiries from customers, sales, and internal teams
• Review and validate return requests to ensure compliance with company policies and warranty guidelines
• Coordinate with warehouse, quality, and sales teams to inspect returned products and determine disposition (restock, repair, scrap, or replacement)
• Process credits, replacements, and exchanges accurately and in a timely manner
• Track and document all return activity, maintaining detailed and organized records
• Identify trends or recurring issues in returns and provide insights/recommendations for process or product improvements
• Ensure timely communication with customers regarding return status and resolution
• Continuously improve return processes to increase efficiency and customer satisfaction

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed