Returns Team Member 2IC (VIC)

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

The JB Hi-Fi Group brings together three of Australia’s best known and most trusted retail brands, JB Hi-Fi, The Good Guys and E&S.

Our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world-class brands and exceptional customer service across our large store network, online, and in our commercial divisions, JB Hi-Fi Business, The Good Guys Commercial and E&S Commercial.

JB Hi-Fi Group is the perfect place to power your career, and we’re excited to hear from you.

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands and Doing Good workplace giving programs have raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

Reporting to the Administration and Returns Team Leader, as the Returns Team Member 2IC, you will be responsible for supporting the end-to-end service delivery and returns management in a timely and seamless manner, in support of the Home Delivery Centre (HDC) operations.

Key responsibility includes, but are not limited to:

• Role modeling compliance with Work Health Safety (WHS) procedures, PPE requirements and safe manual handling practices.
• Managingescalated customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities including:
  • provision and delivery of exchange product;
  • collection of faulty items;
  • processing and administering not fit for purpose returns, and
  • processing damage allowances.
• Providing guidance, backfill and practical support to the Returns team in support of the Team Leader.
• Acting as an escalation point for the Returns team, ensuring team member safety, capability and performance is supported through work instruction, coaching, training, new team member onboarding and regular feedback.
• Working collaboratively with stores, other HDC teams and stakeholders to deliver a positive experience for the customer by facilitating escalated customer returns to HDC and effectively resolving customer return queries.
• Supporting stores with timely and accurate response to inventory related enquires (e.g. stock availability checks).
• Resolvingcredit claims with suppliers, investigate and elevate issues in line with established processes, and proactively identify and work through aged cases. Ensure transport carriers comply with returns service level objectives, monitor key performance indicators to inform effectiveness identify and remedy non-compliance and facilitate carrier claim processes (via Transport team).
• Contributingto the management of effective processes and systems to ensure accurate records management and returns inventory integrity (which include inventory investigations assistance and stocktake related tasks).
• Other admin and returns tasks deemed suitable based on knowledge and experience as required by Management.

Please note, this role operations 6am to 2pm Thursday to Monday.

Qualifications

To be successful in this role, you will need:

• Relevant warehouse experience gained in return logistics, administration or inventory based roles.
• Proficient in Microsoft Office applications preferred (Excel, Outlook and PowerBi).
• MHE Licences - LF (High reach) and an LO (Stock picker) preferred but not essential.
• Must be available to work 6am-2pm Thursday to Monday.

Additional Information

All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria)

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