Returns Team Leader

5 months ago


Worthing, United Kingdom Visual Comfort Europe Ltd Full time

**Who we are**:
Visual Comfort Europe are the premium resource for signature designer lighting. We manufacture and distribute lighting with some of the most influential names in design to the world’s best interior designers.

We have seen extraordinary growth and are heavily investing in our future. It’s an exciting time to join our team where no two days are the same.

If this seems daunting, you’d be right But we’re after those who relish a challenge and who want to give the best to receive the best.

We are currently seeking a Returns Team Leader to join us in our busy designer lighting warehouse. You will work closely with the Product Support Team, also liaising with our Customer Service, Purchasing, Operations, and Shipping teams during day-to-day tasks.

To be successful as a Returns Team Leader, you should demonstrate outstanding customer service skills and a passion for problem solving. You will be dealing with a high-end clientele, assisting them with aftersales enquiries such as returning of product, missing components, damaged goods, and general product enquiries.

**Responsibilities**:

- Diagnosing and troubleshooting requests received from customers regarding their products/potential problems.
- Creating simple but comprehensive guides that will assist in providing onsite repairs.
- Ordering components and/or replacement products with our purchasing department.
- Cataloguing and managing requests from clients, ensuring every part of the process is documented.
- Raising orders and taking payment for customisations or costs for collections/deliveries.
- Providing confident, professional advice when speaking with customers over the phone.
- Assessing returned products.
- Developing problem solving skills as well as product knowledge.
- Managing incoming tickets to effectively delegate workload within your team.
- Analyse and report on trends.
- Liaise with shipping department/customer on returning of product, ensuring this is actioned in the correct manner.
- Working alongside Returns Manager to set the teams KPI’s and review each quarter.

**Requirements**:

- Excellent numeracy and literacy skills
- Attention to detail.
- Team player.
- Communication skills
- Experience within a team leader role (essential)
- Experience in a return’s role (advantageous but not essential)
- Experience with Microsoft Office
- Experience in data analyse and reporting.
- Experience with speaking on the phone
- Ability to prioritise own workload.
- Minimum secondary education level
- Working with Zendesk (advantageous but not essential)
- Electrical background (advantageous but not essential)
- Desire to be part of the growing success of the business.
- Excellent problem solving skills.
- Meticulous

**Job Details**:

- Monday to Friday 09:00: 17:30
- £26,000-£28,000 (dependent on experience)

**Benefits**:

- Enhanced company pension
- Employee discount
- On-site parking
- Sick pay (after qualifying period)
- Bonus scheme
- EAP
- Generous holiday that increases with service

**Salary**: £26,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: In person


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