Returns Supervisor

Marucci Sports is seeking a highly skilled and experienced Returns Supervisor to oversee the returns process and ensure customer satisfaction. As a key member of our team, you will be responsible for managing a team of returns associates, streamlining procedures, and working closely with various departments to resolve issues and enhance the customer experience.

• Team Management: Supervise and lead a team of returns associates, including training, coaching, and performance evaluations. Develop and implement performance metrics and goals for the returns team. Ensure adequate staffing levels and manage schedules to meet business needs.
• Process Oversight: Oversee the entire returns process from initiation to resolution, ensuring adherence to company policies and procedures. Monitor and analyze returns data to identify trends, areas for improvement, and opportunities to enhance efficiency. Collaborate with the logistics team to manage inventory levels and ensure timely processing of returns.
• Customer Service: Handle complex or escalated customer inquiries and complaints related to returns. Develop and implement strategies to improve the overall customer returns experience. Ensure that returns are processed promptly and accurately, maintaining high standards of customer service.
• Reporting and Analysis: Prepare and present regular reports on returns metrics, including volume, reasons for returns, and financial impact. Analyze return patterns and feedback to make recommendations for product improvements and operational changes.
• Collaboration: Work closely with the customer service, quality control, and distribution teams to address recurring issues and improve product quality.
• Compliance and Quality Control: Ensure compliance with company policies, industry regulations, and legal requirements related to returns and exchanges. Conduct regular audits of returns processes to maintain high standards of accuracy and integrity.
• Continuous Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the return's operation.

• Verbal and written communication skills.
• Exceptional communication and interpersonal skills, with a customer-focused mindset.
• Organizational skills and attention to detail.
• Time management skills with a proven ability to meet deadlines.
• Excellent problem-solving and analytical skills, with a keen attention to detail.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite and familiarity with returns management software or ERP systems.

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field preferred.
• 1 - 3 years of experience in returns management, customer service, or a similar role.

• Full-time position with standard business hours; occasional overtime may be required.
• Office and warehouse environment; may involve standing, walking, and lifting up to 40 pounds.