Returns Department Lead

Enthusiast Auto HoldingsWadsworth, OH
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.

Benefits

  • Competitive base pay
  • Generous health (medical, dental, life, vision, and disability insurance)
  • Wellness benefits
  • Paid time off
  • 401k retirement plan with company match
  • Discounts on auto parts and accessories
  • $500 Employee Referral Bonus awards
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