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Our team members have always been and always will be the key to our business and its ongoing success. We are committed to supporting their development, diversifying their workplace experiences, and furthering careers at JB.

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Support Office

Bulky Goods Returns Lead

Apply now Job no: 496625
Work type: Permanent Full Time
Location: QLD - Metro
Categories: Supply Chain

About Us

JB Hi-Fi Group is one of Australasia’s largest and most trusted retailer group. Specialising in consumer electronics, home entertainment, small appliances and white goods we strive to deliver the most extensive range, cheapest prices and genuine service to customers every day. The heart of our business is our people and we are proud of a culture that fosters teamwork, nurtures talent, encourages individuality and embraces diversity.

The Opportunity

Coordinate activities to ensure effective processes for faulty, defective and damaged bulky goods within the Home Delivery Centre (HDC) in support of minimising risk to customers and financial loss

Main responsibilities

  • Lead a small team to effectively manage escalated customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities including;
    • provision and delivery of exchange;
    • collection of faulty items and;
    • damage allowances
  • Provide leadership and direction to bulky goods return team members, developing employee knowledge and capability through coaching, training and performance feedback
  • Coordinate weekly reviews of supplier returns and manage queries raised regarding credit claims
  • Activate damage allowance credit procedure where required
  • Identify and record authorised service and repair agents by brand for relevant state and liaise with buyers and/or suppliers to monitor repair agent performance
  • Aggregate monthly claims by supplier and work collaboratively with respective buyers for recovery of costs
  • Ensure transport carriers comply with service level targets and monitor key performance indicators to inform effectiveness and/or identify and remedy non-compliance
  • Contribute to the management of effective processes and systems to ensure quality records management and data integrity
  • Work collaboratively with store teams to transfer knowledge of bulky goods returns processes
  • Build and maintain effective working relationships with relevant internal and external stakeholders
  • Continuously improve skills and knowledge through available online platforms and active participation in other development opportunities
  • Other tasks deemed suitable based on knowledge and experience as required by Management

About you

A highly organised customer focused and results driven individual who looks to optimise work processes at every opportunity, you will possess excellent communication skills to be able to effectively collaborate with your internal and external stakeholders.  

Preferred Experience and Skills 

  • At least 3 years operational warehouse experience
  • Demonstrated team leadership
  • Efficent in Microsoft applications
  • Customer focus
  • Drives results
  • Delegates work
  • Optimises work processes
  • Collaborates

Our Benefits

  • Generous staff discounts
  • Fantastic career opportunities across the broader JB Hi-Fi/The Good Guys Group
  • Access to training and development
  • Collaborative work environment
  • 6 weeks paid maternity leave
  • Employee Assistance Program

If this sounds like the opportunity you are after, Apply Now!

Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time

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