Returns Team Member (QLD)

JB Hi-Fi & The Good Guys; Brisbane; On-site; AUD 30,000 - 39,000; Full time

Benefits offered by this job

Discounts across JB Hi-Fi Group

12 weeks parental leave

Training & development

Job summary

JB Hi-Fi Group is seeking a Returns Team Member in Brisbane to execute timely and efficient returns of faulty, defective, and damaged bulky goods within the Home Delivery Centre. You will manage escalated returns, coordinate exchanges, and support credit claims while upholding data integrity and process quality.

The role works the Friday to Tuesday roster (06:00–14:06) and requires strong organisation, a customer-focused approach, and teamwork across store and logistics teams to ensure a smooth

Qualifications

• Year 12 education.
• At least 3 years operational warehouse experience.
• Proficient in Microsoft applications.
• Available to work the Friday - Tuesday roster (06:00 - 14:06).

Responsibilities

• Manage escalated customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities including provision and delivery of exchange, collection of faulty items and damage allowances.
• Resolve credit claims with suppliers and escalates issues in line with established processes and provide information and input for business investigations, as required.
• Ensure transport carriers comply with service level targets and monitor key performance indicators to inform effectiveness and/or identify and remedy non-compliance.
• Contribute to the management of effective processes and systems to ensure quality records management and data integrity.
• Work collaboratively with store teams to transfer knowledge of bulky goods returns processes.

Skills

Team collaboration

Organisational skills

Customer focus

Education

Year 12 education

Tools

Microsoft Office

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 Returns Coordinator, your role as a Returns Team Member will be execution of the timely and efficient return of faulty, defective, and damaged bulky goods within the Home Delivery Centre (HDC). Your responsibilities will include, but are not limited to the following:

• Manage escalated customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities including provision and delivery of exchange, collection of faulty items and damage allowances
• Resolve credit claims with suppliers and escalates issues in line with established processes and provide information and input for business investigations, as required
• Ensure transport carriers comply with service level targets and monitor key performance indicators to inform effectiveness and/or identify and remedy non-compliance
• Contribute to the management of effective processes and systems to ensure quality records management and data integrity
• Work collaboratively with store teams to transfer knowledge of bulky goods returns processes

This role is key to the successful running of our HDC and as such, requires a results driven individual who is highly organised and customer focused.

Please note this role is for the Friday to Tuesday roster 6:00 to 14:06

Qualifications

You are a professional who looks to optimise work processes at every opportunity, coupled with your effective collaboration skills and ability to work in a team environment and autonomously will see your success in this role. You will also possess the following:

• Year 12 education
• At least 3 years operational warehouse experience
• Proficient in Microsoft applications
• Available to work the Friday - Tuesday roster (06:00 - 14:06)

Additional Information

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) – please don’t hesitate to apply!