Returns Team Member 2IC (VIC)

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.

Why join JB Hi-Fi Group?

• 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.

Reporting to the Administration and Returns Team Leader, as the Returns Team Member 2IC, you will be responsible for supporting the end-to-end service delivery and returns management in a timely and seamless manner, in support of the Home Delivery Centre (HDC) operations.

Key responsibility includes, but are not limited to:

• Role modeling compliance with Work Health Safety (WHS) procedures, PPE requirements and safe manual handling practices.
• Managing escalated customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities including:
  • provision and delivery of exchange product;
  • collection of faulty items;
  • processing and administering not fit for purpose returns, and
  • processing damage allowances.
• Providing guidance, backfill and practical support to the Returns team in support of the Team Leader.
• Acting as an escalation point for the Returns team, ensuring team member safety, capability and performance is supported through work instruction, coaching, training, new team member onboarding and regular feedback.
• Working collaboratively with stores, other HDC teams and stakeholders to deliver a positive experience for the customer by facilitating escalated customer returns to HDC and effectively resolving customer return queries.
• Supporting stores with timely and accurate response to inventory related enquires (e.g. stock availability checks).
• Resolving credit claims with suppliers, investigate and escalate issues in line with established processes, and proactively identify and work through aged cases. Ensure transport carriers comply with returns service level objectives, monitor key performance indicators to inform effectiveness identify and remedy non-compliance and facilitate carrier claim processes (via Transport team).
• Contributing to the management of effective processes and systems to ensure accurate records management and returns inventory integrity (which include inventory investigations assistance and stocktake related tasks).
• Other admin and returns tasks deemed suitable based on knowledge and experience as required by Management.

Please note, this role operations 6am to 2pm Thursday to Monday.

To be successful in this role, you will need:

• Relevant warehouse experience gained in return logistics, administration or inventory based roles.
• Proficient in Microsoft Office applications preferred (Excel, Outlook and PowerBi).
• MHE Licences - LF (High reach) and an LO (Stock picker) preferred but not essential.
• Must be available to work 6am-2pm Thursday to Monday.

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

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!