Operations Supervisor, Returns

Riverstone Logistics•Doral, FL

4d•Hybrid

About The Position

The Operations Supervisor, Returns exists to ensure the efficient functioning of the reverse logistics process. This includes managing the intake of undelivered products, accounting for returned items, facilitating their restaging or return to vendors, and maintaining accurate documentation and reporting. The role is crucial for maintaining inventory accuracy, client trust, and profitability by overseeing the returns rhythm of a profit center. This involves daily returns intake at the end of the day, checking in reschedules brought back from routes, meticulous documentation and system entry, restaging items when necessary, and actively seeking process improvements to reduce overall return rates. The position requires a blend of warehouse floor work and office-based responsibilities, including partnering with onboarding teams for new independent carriers and serving as the on-site point of contact for client inquiries regarding returned or damaged products. The core objective is to establish consistent and accurate reverse logistics operations through disciplined management of returns intake, documentation, and reporting, thereby enabling Riverstone Logistics to become the premier integrated, coast-to-coast, big & bulky logistics company in North America.

Requirements

High School Diploma or GED required.
Experience supervising frontline Extra Milers or equivalent operational team leadership in a warehouse, distribution, or final mile environment preferred.
Reverse logistics, returns, or 3PL warehouse operations experience strongly preferred.
Strong people leadership and operations supervision skills – comfortable directing daily work, giving feedback, and holding a standard.
Working proficiency in Microsoft Office (Excel, Outlook, Teams) and the ability to learn client-specific returns, inventory, and reporting platforms quickly.
Clear verbal and written communication; able to communicate effectively with Extra Milers, clients, and independent carrier partners.
Strong customer service skills, including conflict resolution.
Comfort with material handling equipment for routine inventory movement (safety-certified per RLX/site requirements).
Ability to adapt to changes in a fast-paced operations environment.
Willingness to work extended hours as the operation requires, and to travel occasionally as business needs dictate.

Nice To Haves

Experience supervising frontline Extra Milers or equivalent operational team leadership in a warehouse, distribution, or final mile environment.
Reverse logistics, returns, or 3PL warehouse operations experience.

Responsibilities

Lead daily returns operations including end-of-day intake, check-in of reschedules, dispositioning, and restaging in line with client quality and production standards.
Lead the check-in process for reschedules and undelivered product brought back from routes.
Process and monitor returns through the client portal at participating locations.
Ensure proper documentation and system entry for every returns transaction to support inventory accuracy and client reporting.
Support audits and ensure returns processes align with RLX and client-specific requirements.
Maintain timely, accurate reporting of returns and carrier compliance against client standards and the agreed-upon communication mechanism.
Identify and escalate product or process discrepancies, including damaged, misrouted, or undocumented returns, to location management for resolution per RLX SOPs.
Lead and support process improvement initiatives to streamline reverse logistics operations and reduce return rates.
Partner with outbound and warehouse leadership to identify root causes of returns and fix them at the source.
Serve as the primary on-site point of contact for client escalations on returned or damaged product; provide a clear answer and a clear next step.
Maintain professional working relationships with location management, peers, client representatives, and independent carrier partners.
Provide day-to-day direction to Warehouse Associates and other Extra Milers supporting returns activity.
Coach in the moment; give clear, direct feedback and hold the team to RLX and client standards.
Move inventory safely using material handling equipment as needed.
Partner with the General Manager on staffing, performance, and Extra Miler development.
Perform other duties as assigned (may vary based on client requirements).