Returns Team Member (VIC)

Reporting to the Returns Coordinator, your role as a Returns Team Member will be execution of the timely and efficient return of faulty, defective, and damaged bulky goods within the Home Delivery Centre (HDC) in support of minimising risk to customers and financial loss.

Your responsibilities will include, but are not limited to the following:

• Managing escalated customer returns, ensuring prompt and effective resolution and communication of any improvement opportunities.
• 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.
• Assisting in facilitating customer and installer collection of products from the HDC, performing system related transactions in a timely and accurate manner, providing support in a solution focused mindset.
• Undertaking other customer (and installer) facing support type tasks as required by management, including front of house reception of visitors including contractors, and Zendesk.  
• Resolving credit claims with suppliers, escalate issues in line with established processes, and provide information and input for business investigations.
• Ensuring transport carriers comply with service level targets and monitor key performance indicators to inform effectiveness and/or identify and remedy non-compliance.
• Contributing to the management of effective processes and systems to ensure quality records management and returns inventory integrity.
• Other tasks deemed suitable based on knowledge and experience as required by Management.

Please note: this role is for the Saturday to Wednesday, 9:30am to 5:50pm