Manager, Returns

Oxford Industries•Lyons, GA

4d•Onsite

About The Position

The Returns Manager is responsible for managing the Returns department by organizing and leading the functional team, maximizing productivity, minimizing operating costs, and meeting fulfillment service level expectations for all Oxford (OXM) Brands. Provide strategic recommendations on actions or processes to improve efficiency and support continued growth of the DC.

Requirements

Associate or Bachelor’s Degree, or equivalent work experience
Generally, 6+ years of relevant professional experience in customer service, inventory management, warehousing, embroidery/screen printing, and/or physical distribution concepts.
Experience working with ERP and/or WMS (warehouse management system) is a plus.
Knowledge of Warehouse Management Systems, ERPs, Parcel Shipping or inventory management software.
Proficient with Microsoft Office (Outlook, Word and Excel)
Able to work with all levels of staff
Detail oriented, well organized, excels in communication, listens and gets clarification
Balances team and individual responsibilities; contributes to building a positive team spirit
Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality
Observes safety procedures, reports potentially unsafe conditions, uses equipment and material properly

Responsibilities

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.