Returns Team Member

About JB Hi-Fi Group

The JB Hi-Fi Group unites Australia’s well-known retail brands including JB Hi-Fi, The Good Guys, and E&S. Our team thrives on passion, expertise, and a practical approach, striving to provide exceptional technology, electronics, home entertainment, and appliances at great prices. We offer outstanding value, leading brands, and exceptional service through our expansive store network, commercial divisions, and online platforms.

Job Overview

As a Returns Team Member in the Home Delivery Centre (HDC) reporting to the Returns Coordinator, you will play a vital role in promptly and efficiently managing the return process for faulty, defective, and damaged bulky goods. Your efforts will support risk mitigation for customers and control financial losses.

Key Responsibilities

• Handle escalated customer returns with timeliness, ensuring effective communication and proposing opportunities for process enhancements.
• Collaborate with retail stores, other HDC teams, and various stakeholders to facilitate escalated returns and resolve customer queries smoothly.
• Support product collection for customers and installers at HDC, performing accurate system transactions and maintaining a solution-oriented approach.
• Perform customer-facing tasks such as reception duties for visitors and contractors, including managing Zendesk enquiries as needed.
• Address credit claims with suppliers, escalating issues as per protocols and providing relevant information for business investigation.
• Monitor transport partners to ensure compliance with service level agreements and use key performance indicators to detect and resolve issues.
• Contribute to maintaining reliable records management and ensuring the accuracy of returns inventory.
• Undertake other tasks suitable to your skills and experience as assigned by management.

Working Hours

There are two available shifts:

• Saturday to Wednesday, 9:30 AM to 5:50 PM
• Sunday to Thursday, 6:00 AM to 2:00 PM

Candidate Profile and Qualifications

• Previous experience in warehouse operations is essential.
• Proficiency in Microsoft Office applications is preferred.
• Possession of Material Handling Equipment licenses such as LF (High Reach) and LO (Stock Picker) is advantageous.
• Availability to work the listed shift schedules is required.
• A proactive professional who consistently seeks process improvements and exhibits strong teamwork and autonomy.

Additional Information

JB Hi-Fi Group is an equal opportunity employer that fosters diversity and inclusion. We encourage all candidates who feel excited by this opportunity, even if they don’t meet every single criterion, to apply. Applications are treated confidentially.

Why Work with Us?

• Dynamic and fast-moving environment celebrating diversity and valuing creativity and innovative thinking.
• Competitive pay including potential sales commissions and incentives based on role.
• Opportunities for career advancement and extensive training programs within the JB Hi-Fi Group.
• Attractive staff discounts and access to special supplier pricing across the brand portfolio.
• Generous parental leave policies and flexible work arrangements where applicable.
• Comprehensive Employee Assistance Program offering counseling and wellbeing resources.
• Active participation in charitable initiatives through workplace giving programs.
• Commitment to sustainability with a goal of achieving net zero carbon emissions by 2030.