Return Operator Lead

Location: Mountain View
Posted on: October 17, 2024

Job Description:

The world's largest search engine is looking to hire a Return Operator Lead. Our Returns Depot is a face past environment in an ever-changing operation. The Returns Lead is responsible for ensuring all packages are processed within SLA. Some of the day to day activity includes but is not limited to; Receiving items, staging items, locating receipts in the drive, updating work orders, creating return routes, solving items, disposing of items, donating items, scanning receipts, responding to case inquires and performing daily audits.

Requirements

- This individual will have 2+ years of previous experience in warehouse operations or any other comparable previous work experience

- The Returns Lead will add positive team morale and have the desire to constantly update and improve the returns process by using daily metrics/data

- The Returns Lead will be driven to process within SLA on a daily basis and escalate with clear reasons and quick solutions to the returns manager if out of SLA

- Undergraduate degree

- Schedules are on a quarterly rotation basis and therefore require the returns lead to have open availability.

-Scan Ops - Sunday - Thursday 6am-2:30pm

-Scan Ops - Tuesday - Saturday 2:30pm-11pm

-Returns - Tuesday - Saturday 6am-2:30pm

-Returns - Sunday - Thursday 2:30pm-11pm

Day to Day

The qualified candidate will be a key member of the leadership team ensuring that the team of Returns Operators are processing to the established SOPs and within the required service levels. Specific tasks include, but are not limited to the following:

- Responsible for logging all attendance concerns and escalating as per attendance policy

- Responsible for auditing breaks and lunches

- Responsible for auditing our ¿No food in returns depot¿ policy

- Responsible for auditing all opening and closing duties of return operators

-Completed work orders, processing racks cleared, workspace clean, etc.

-Responsible for sending AM, MID, PM Wash Reports to direct manager(s)

-Responsible for escalating any discrepancies outside of the SOP

-Responsible for ensuring all return operators are receiving 80 parcels per hour

-Responsible for ensuring all return operators are processing 35 items per hour

-Responsible for ensuring all return operators are returning (TBD) items per route

-Responsible for ensuring all scan operators are scanning 400-500 receipts per hour

-Responsible for ensuring all receipts are retrieved from the Hub on a daily basis

-Responsible for auditing/shredding the receipts <30 days old from the files

-Other projects/tasks as assigned by Returns Manager

SLA

- All receipts sorted and scanned within 24 hours of receiving

- All parcels received within 12 hours of receiving

- All Customer Initiated (CI) parcels processed and staged on a route within 24 hours of receiving and returned within 48 hours of receiving

- All Delivery Failed (DF) parcels processed and staged on a route within 48 hours of receiving and returned within 72 hours of receiving

- All Solve items solved/logged by EOD

- All damaged/hazardous items logged and properly disposed of by EOD

Other assigned duties

- Responsible for tracking all relevant data and information to keep the returns process transparent

- Responsible for working with other members of the Operations team to improve and streamline the returns process

- Must be able to self-audit work. Detailed attention should be paid to spelling, correct dates, etc.

- Filling out appropriate Forms and Trackers, utilizing the SOP for links and instructions.

- Abiding by and referring to SOPs when questions of procedure and direction arise.

- Manager assigned duties and any extra duties and responsibilities may be assigned and are subject to the scope and purview of that assigned task.

- Removing unauthorized items from the warehouse can lead to immediate termination

- Deviations from the scope of work are not permitted without the express prior approval of the Returns Manager.

-----Pay is flexible based on prior experience.

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