Returns Team Member (QLD)
- Manage escalated customer returns and ensure effective resolution.
- Resolve credit claims with suppliers and monitor compliance of transport carriers.
- Collaborate with store teams to enhance bulky goods returns processes.
Company Description
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.
Job Description
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). Your responsibilities will include, but are not limited to the following:
- 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
- Resolve credit claims with suppliers and escalate issues in line with established processes and provide information and input for business investigations, as required
- 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
This role is key to the successful running of our HDC and as such, requires a results driven individual who is highly organised and customer focused.
Please note this role is for the Friday to Tuesday roster 6:00 to 14:06
We vet all employer accounts and do our best to keep job ads safe, but scams can still occur. Be cautious when sharing personal information — never provide financial details or make payments during the application process. For extra security, use the Apply button on our site when proceeding.