Job Description

The purpose of the Returns Team Leader is to manage the efficient processing and handling of returned stock and claims within Transpharm Western Cape. The role ensures that all returns are prioritized, properly documented, and uplifted in line with company procedures and service level agreements. The individual leads and guides the returns team, maintains stakeholder relationships, resolves queries, monitors staff performance and supports operational and administrative processes to meet deadlines and customer expectations.
The role oversees and supports a team of returns and claims staff who manage the processing, packing and upliftment of returned stock. They ensure accurate documentation, resolve queries, and maintain excellent stakeholder communication, working together to deliver an efficient, compliant, and customer-focused returns service.
Key responsibilities include:
Manage and support the returns and claims team to ensure efficient processing and upliftment of stock.
Oversee claims management, including risk and ex-gratia claims, ensuring accuracy and compliance with procedures.
Maintain clear communication with clients, suppliers, and internal stakeholders throughout the claims process.
Prepare and issue monthly and ad-hoc reports related to claims and returns.
Supervise staff, allocate tasks, monitor performance, and guide prioritization of work.
Ensure adherence to departmental procedures, SLAs, and regulatory requirements.
Assist with operational processes, customer returns, and resolution of queries or complaints.
Support team training, process improvements, and multi-skilling of employees when needed.
Job Advert Details
Job Category Retail
Job Objectives
Ensure efficient, accurate, and timely processing of returned stock and claims in line with company procedures and SLAs.
Lead and support the returns team, monitoring performance, guiding priorities, and maintaining adequate staffing.
Maintain strong relationships with internal and external stakeholders, resolving queries and complaints effectively.
Ensure all documentation, reporting, and administrative processes are accurate, up-to-date, and compliant.
Support operational improvements, training, and multi-skilling to enhance team capability and service delivery.
Monitor and manage upliftment of resolved claims, ensuring proper follow-up with suppliers and drivers.
Promote a customer-focused and compliant returns process that aligns with the company's service standards and objectives.
Qualifications
Essential

• Grade 12

Desirable

• Relevant post-matric courses and qualifications

Experience
Essential
Minimum 3 years' experience in a Distribution Centre (DC) or warehouse environment, managing a small team in a Team Leader / Senior capacity, within an operations-driven and stock-controlled environment.
Previous experience in returns processing, claims administration, inventory control, or warehouse operations support will be a strong advantage.
Proven experience in returns management, claims handling, reverse logistics, or damaged/short-dated stock processes within a DC environment.
Demonstrated supervisory or team leadership experience, including task allocation, workflow coordination, productivity monitoring, and performance management.
Strong stakeholder engagement and communication skills, with the ability to liaise effectively with operations teams, transport, suppliers, and internal departments.
Sound understanding of SLA adherence, standard operating procedures (SOPs), compliance controls, and regulatory requirements within a warehouse environment.
Working knowledge of company policies, operational controls, loss prevention measures, stock integrity processes, and Occupational Health & Safety (OHSACT) compliance within a DC setting.
Knowledge and Skills

• Familiarity with company policies, operational controls, SLA compliance, and regulatory requirements.

Leadership and team management skills: allocating tasks, monitoring performance, guiding staff, and supporting training.
Problem-solving and proactive thinking to resolve queries and operational challenges.
Time management: ability to meet deadlines and handle multiple priorities efficiently.
Communication skills: clear interaction with staff, management, clients, and suppliers.
Computer proficiency: Microsoft Excel and Office 365 for reporting and data tracking.
Ability to work under pressure while maintaining accuracy.
Exposure to process improvement and multi-skilling to enhance team capability.

Skills Required