RallySport Direct is looking for it's next enthusiast to join our team as a RMA Manager. The Returns Department Manager is responsible for overseeing and managing the RMA Department. This includes the customer return and return to Vendor Process and managing the day to day operations of the department and staff. This position is responsible for ensuring that items that have been returned from customers are efficiently and accurately dispositioned on a timely basis so that customers receive credits promptly, parts going back on the shelf are processed quickly, products to be disposed of are done efficiently, and any returns to vendors are managed to capture credits quickly for the company. Additional day-to-day responsibilities include responding to other team members across the company regarding customer inquiries about returns, questions regarding returns processing and policies; and ensuring that the returns processing area is maintained in a clean and safe manner consistent with the safety policies of the company.
This role will work with other warehouse locations, warehouse managers, and representatives from the accounting, purchasing, and sales departments to ensure that the company has effective policies and policy compliance for returns for all locations. The role will also work with the vendor/manufacturers and other internal departments to resolve customer problems. This position works under general direction and supervision of the VP of Fulfillment.
Where you’ll spend your time:
Oversee the Returns Department that includes returns for every division of the company and multi-locations
Provide daily and weekly updates to your manager for project and work load status with an emphasis on the returns in process volume and the volume of product pending return to vendor
Work with vendors to obtain RMAs to return products to manufacturers in keeping with vendor and company policies
Contact carrier representatives to make arrangements or to issue instructions for shipping and delivery of materials
Ensure that the processes and procedures are established and consistently applied to effectively disposition returned products
Create business relationships with Vendors and negotiate returns based on company policy and business objectives
Identify process and performance opportunities and coordinate with the Operations, Customer Service, and Purchasing teams to implement improvements
Determine processes and implement to ensure complete and accurate departmental work are done in a timely manner
Respond to customer service inquiries regarding status of customer return options, advise of options and/or charges as well as instructions for returning items
Plan work schedules and assign duties to maintain adequate staff for effective performance of activities in keeping with service level requirements and in response to fluctuating workloads
Facilitate the productivity and accuracy of team members while performing similar duties as needed and putting in place escalation processes for more difficult or skilled task requirements
Counsel employees in work-related activities, personal growth, or career development
Lead the hiring process by reviewing credentials, conducting interviews, and making hiring decisions for the returns processing area
Other duties as assigned.
High school diploma or equivalent; Associates Degree in a related field (preferred).
3 plus years work related experience. Experience must include Return to Vendor
Previous supervisory/management experience over multiple locations required, as well as experience working with outside vendors
Be 18 years of age and able to obtain forklift certification
Intermediate proficiency using Microsoft office suite to include: Excel, Word, Outlook, and instant message; knowledge of ERP/WMS systems preferred
Strong organizational, planning, and prioritization skills
Excellent oral and written communication skills, as well as relationship building skills
Execute strong leadership skills that entails the ability to lead and motivate a team, teach and mentor, take initiative, delegate, exercise integrity and trustworthiness, negotiate and persuade, complex problem solving, and service-orientation
Strong attention to detail with focus on accuracy, and ability to meet strict deadlines
Competencies below are typical company competencies but can be higher or lower based on position:
Achievement Oriented – focusing your efforts on achieving high quality results
Passion for Teamwork - work with others to help them achieve their personal and the organizational goals. You celebrate your wins with others, celebrate others wins and successes, and realize when the company falls short, you fall short and look for ways to succeed
Exemplifying Integrity - treating others fairly, honestly, and respectfully; furthering the integrity of the organization and its relationships of trust within your own teams, customers, and the broader community
Must be able to adhere to attendance policies and attendance requirements
About Rallysport Direct
RallySport Direct is a company that started out from humble beginnings, and thrives to be the leader in the aftermarket automotive parts industry. We are looking to provide those who share the same automotive enthusiasm an opportunity to grow with our team. If you're driven, hardworking, and have the right attitude, then you possess the finer attributes we value in our employees.
We thrive on working together to be the well oiled machine that provides the greatest customer service in the automotive industry. If you're an automotive enthusiast, and are looking to be apart of the best team look no further.