Returns Team 2IC: Lead & Resolve (6am–2pm)

JB Hi-Fi & The Good Guys; Melbourne; Hybrid; AUD 30,000 - 39,000; Full time

Benefits offered by this job

Hybrid working

Employee discounts

12 weeks paid parental leave

Job summary

JB Hi-Fi Group is seeking a Returns Team Member 2IC to support the end-to-end service delivery for the Home Delivery Centre in Melbourne. The role involves managing escalated returns, exchanges, faulty item collection, and damage allowances.

You will backfill for the Team Leader, coach new members, and collaborate with stores to resolve queries while ensuring WHS compliance and accurate inventory records.

Qualifications

• Relevant warehouse experience in return logistics, administration or inventory roles.
• Proficient in Microsoft Office applications, especially Excel, Outlook and Power BI.
• MHE Licences - LF (High reach) and LO (Stock picker) preferred but not essential.

Responsibilities

• Support end-to-end service delivery and returns management for the Home Delivery Centre (HDC).
• Model and ensure WHS compliance, PPE use and safe manual handling.
• Manage escalated customer returns including exchanges, collection of faulty items, not fit for purpose returns and damage allowances.
• Provide guidance and backfill to the Returns team and support Team Leader.
• Act as escalation point for the Returns team, coaching and onboarding new members.
• Collaborate with stores and other HDC teams to resolve customer return queries and improve service.
• Respond to inventory enquiries and assist with stock availability checks.
• Resolve credit claims with suppliers and monitor carrier performance against SLAs.
• Maintain records and perform stocktake related tasks, ensuring inventory integrity.
• Handle other admin and returns tasks as required.

Skills

Warehouse operations

Teamwork

MS Excel

Tools

Power BI

MS Excel

MHE Licences LF/LO

Job description

JB Hi-Fi Group is seeking a Returns Team Member 2IC to support the end-to-end service delivery for the Home Delivery Centre in Melbourne. The role involves managing escalated returns, exchanges, faulty item collection, and damage allowances.

You will backfill for the Team Leader, coach new members, and collaborate with stores to resolve queries while ensuring WHS compliance and accurate inventory records.