Returns Coordinator - Full-time Casual

Hisense; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

Hisense is seeking a Returns Coordinator to manage end-to-end product returns and exchanges, coordinating with Customer Service, Logistics, Technical Support and Accounts to ensure timely and accurate processing. You will verify eligibility, handle documentation, create Return Authorizations, liaise with warehouse teams, monitor progress, and contribute to continuous improvement of after-sales operations.

This role requires strong communication, attention to detail, and a customer-centric

Qualifications

• At least 6 months experience in a customer service or similar role.
• Experience dealing with customers via phone, email (and face-to-face where applicable).
• Some experience managing administrative tasks or documentation is desirable.

Responsibilities

• Coordinate and manage product return and exchange requests.
• Verify eligibility, documentation, and product condition in line with company policies.
• Communicate with customers, suppliers, and internal departments to ensure timely resolution.
• Create and track Return Authorizations (RAs) and ensure accurate data entry in relevant systems.
• Liaise with the warehouse and logistics teams to arrange collections, inspections, and replacements.
• Monitor return progress and proactively follow up on outstanding cases.
• Identify recurring issues and provide feedback to improve processes and reduce return rates.
• Prepare reports and maintain records of returns, exchanges, and related correspondence.
• Support continuous improvement initiatives within the after-sales and logistics teams.

Skills

Customer service

Communication

Detail oriented

Time management

Team player

English Mandarin

Job description

About Hisense

Established in 2006, Hisense Australia Pty Ltd has since become one of Australia’s leading Consumer Electronics and Home Appliance brands, offering consumers high-quality solutions across a growing range of product categories including TV, sound, refrigeration, laundry, and air conditioning.

About this role

The Returns Coordinator is responsible for managing the end-to-end process of product returns and exchanges, ensuring all requests are handled efficiently, accurately, and in line with company policies and customer expectations. This role works closely with internal teams such as Customer Service, Logistics, Technical Support, and Accounts. The coordinator helps to minimize turnaround time, reduce costs, and maintain a high standard of customer satisfaction.

Responsibilities

• Coordinate and manage product return and exchange requests.
• Verify eligibility, documentation, and product condition in line with company policies.
• Communicate with customers, suppliers, and internal departments to ensure timely resolution.
• Create and track Return Authorizations (RAs) and ensure accurate data entry in relevant systems.
• Liaise with the warehouse and logistics teams to arrange collections, inspections, and replacements.
• Monitor return progress and proactively follow up on outstanding cases.
• Identify recurring issues and provide feedback to improve processes and reduce return rates.
• Prepare reports and maintain records of returns, exchanges, and related correspondence.
• Support continuous improvement initiatives within the after-sales and logistics teams.

What You’ll Bring

Experience

• At least 6 months experience in a customer service or similar role.
• Experience dealing with customers via phone, email (and face-to-face where applicable).
• Some experience managing administrative tasks or documentation is desirable.

Skills & Competencies

• Strong customer-service focus: committed to providing excellent service across all channels (written, phone, face-to-face).
• Excellent communication skills: clear and timely communication internally and externally (retailers, suppliers etc.).
• Detail oriented: strong writing skills, ability to check documentation and product condition accurately.
• Commercial mindset: capable of applying knowledge in a practical way that supports business outcomes.
• Team player: willing to assist, support others, collaborate well.
• Good organizational & time management skills: ability to handle multiple tasks, prioritize, meet deadlines efficiently.
• Strong English and Chinese (Mandarin) communication skills are required, as this role involves regular communication with English- and Chinese-speaking stakeholders.