Returns Team Leader

5 days ago

Pontefract, United Kingdom Joule Hot Water Systems Ltd Full time

**Joule **is a leading manufacturer and distributor of Heating, Ventilation, Hot water and Renewable Energy Solutions, operating in the UK, Irish and European markets. As a company we constantly strive to innovate and create. It is through strong teamwork that we continue to achieve success and deliver high quality solutions to our customers, in the ever expanding fields of renewable energy and sustainability.

**Main purpose of role**:

- Oversee the daily operations of the returns department. This includes managing team members, assigning tasks, and ensuring that work is completed accurately and on time. Through receipt, testing, reporting and scrapping.
- Continually review and improve return processes to increase efficiency and customer satisfaction. This includes identifying quality issues, proposing solutions, and implementing changes.
- Handle escalated customer issues related to returns. Ensure that all customer interactions are handled professionally and in line with company policy.
- Monitor and report on return metrics. This includes return rates, reasons for returns, processing times, and customer feedback.
- Ensure Training Plans are in place and up to date. Provide ongoing training and development for existing team.

**Key Responsibilities**:

- Ensure that all returned equipment is inspected, sorted, identified and where necessary tested and report written by utilising the departments staff.
- Ensure returned goods are triaged and actioned accordingly. Raise Non-Conformance Reports (NCRs) for supplier issues. Identify cylinders requiring testing and manage them through the processes of storage, testing, writing, and issuing reports. Scrap items through the system, as necessary.
- Ensure all staff have appropriate training plans in place and training is kept up to date.
- Staff Performance Development Review (PDR’s) are performed at the appropriate times.
- Monitor, record and report on KPI’s. Identify trends and provide feedback on return rates, reasons for returns, processing times, and customer feedback to senior management to improve internal performance and quality processes.
- Process and monitor the accurate input of returns order details on the Warehouse Management System (WMS), including system entry, collection and storage of relevant documentation and credit approval.
- Maintain good working relationships with customers by helping to resolve issues and providing a high standard of customer service in general.
- Identify and generate / review necessary departmental documentation and ensure it is always up to date.
- Perform any other duties as assigned to them

**Job Types**: Full-time, Permanent

**Benefits**:

- Canteen
- Company events
- Company pension
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

**Experience**:

- Warehouse experience: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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