Returns Department Lead

Enthusiast Auto Holdings•Wadsworth, OH

1d•Onsite

About The Position

Enthusiast Auto Holdings (EAH) is a highly successful eCommerce company in the automotive parts industry, operating through nine enthusiast-focused websites. EAH serves automotive enthusiasts and a global network of specialty installer shops. Led by a strong leadership team and supported by Cortec Group, EAH has experienced high rates of organic growth and successful acquisitions. The company is currently implementing enterprise-level ERP / WMS / OMS systems and has recently completed a significant facility expansion. EAH seeks to strengthen the organization with a Returns Department Lead as the business continues to scale.

Requirements

Must be able to lift, carry, and maneuver parts weighing up to 50 lbs.
Ability to work within a designated workstation for up to 8 hours a day, involving standing, reaching, and repetitive motion.
Capability to work in a fast-paced warehouse environment that may involve varying temperatures and noise levels.
2+ years in warehouse leadership, preferably in automotive or e-commerce.
Familiarity with automotive parts, systems, and "core" return programs.
Proficiency in Warehouse Management Systems (WMS), Microsoft Office, and Google Workspace.
Strong communication skills.
Basic math for metric tracking.
High attention to detail.
Ability to thrive in a cross-functional environment.

Nice To Haves

Delivering a 48-hour or less SLA for Customer Returns Processing
Delivering respective departmental assignment metrics as defined.
Delivering improvements on employee experience, attendance, retention, and productivity rates of associates
Develop and implement process improvement initiatives that support a best-in-class customer experience.
Realized through customer feedback and Returns metrics.
Continued strengthening of DC culture
Focused on serving the customer
Continuous improvement mindset
Work smarter, not harder
Make work enjoyable
Proven ability to lead a team that is customer-centric
Strong skills in communication
Analytical with data
Fulfill and promote our core values of communication, transparency, trust, collaboration, respect, accountability, and able to take/receive constructive feedback.

Responsibilities

Coordinate with the Customer Service team to resolve complex return issues or part discrepancies within SLA, ensuring a seamless experience for the end-user.
Track and report daily productivity metrics for the team. Ensure all Returns Associates meet or exceed the target processing rate of 8 units per hour.
Own the end-to-end "Pick to Credit" process. Manage the physical picking of RTV inventory and ensure all documentation is completed to secure timely financial credits from vendors.
Serve as the lead liaison for vendors regarding defective parts. Manage the submission of warranty claims, including technical verification and photographic evidence.
Support, train, coach and motivate the team. Be a servant leader that can monitor performance, recruit and lead, and assist in daily tasks to ensure the department meets SLA goals.
Partner closely with the Inventory Department to ensure returned items are accurately restocked, location-tracked, and that "core" inventory is accounted for.
Maintain a clean, organized, and safe working environment. Enforce warehouse safety protocols and ensure the return area is free of hazards.