Job Description

Role Purpose

The Returns Specialist will oversee and manage a full lifecycle of product returns, ensuring efficient, accurate, and customer-focused handling of returned items. This role requires a balance of operational execution, attention to detail, and cross-functional collaboration with both the Operations and Platform (Marketing) teams.

Key Responsibilities

Processing & Receiving

Receive, inspect, and log returned items accurately and promptly.

Assess returned goods for compliance with return policies and quality standards.

Coordinate with warehouse staff for safe and organized storage of returned goods.

Tag and route items appropriately -- good stock back to inventory, defective stock to disposal or repurpose channels.

Returns & Dispute Management

Manage and track all return and dispute cases from initiation to resolution.

Liaise with the customer service team to ensure timely communication with customers.

Collaborate with the platform team (marketing/e-commerce) to process online return requests and disputes.

Monitor inbound return notifications and ensure timely processing to avoid penalties or negative seller ratings.

Documentation & Reporting

Maintain accurate records of all returns, including reason codes and product condition.

Generate weekly and monthly return analytics reports (e.g., SKU return rate, platform-based trends, root causes).

Provide recommendations to reduce return rates and improve processes.

Support Finance with detailed reconciliations on credits, stock write-offs, and claim settlements.

Cross-functional Collaboration

Work closely with Operations, Customer Service, and Platform teams to ensure smooth and consistent handling of returns.

Assist Finance with reconciliations related to refunds and credits.

Support Quality Control by flagging recurring product issues or damages.

Continuous Improvement & SOP Development

Identify gaps and inefficiencies in the returns process and propose improvements.

Contribute to the development and implementation of SOPs for return handling, disputes, and customer issue resolution.

Job Types: Full-time, Permanent

Application Question(s):

Do you currently live less than 45 min from Brackenfell? Do you have experience with e-commerce platforms returns/dispute processes?
Work Location: In person