Lead: GRA at DHL

Role Outline

• Oversees the process of receiving, inspecting, and managing returned goods. Ensuring accuracy and efficiency in the returns process, maintaining inventory accuracy, and contributing to the overall effectiveness of the warehouse operations.

Key Responsibilities

• Managing the entire cycle of returned goods, from initial receipt to final disposition (resale, refurbishment, or disposal).
• Implementing and maintaining procedures to accurately record returned items, minimize errors, and optimize the flow of goods and ensuring document uploads into Oculus for traceability.
• Maintaining accurate inventory records of returned items, ensuring they are properly stored and tracked within the warehouse or designated area
• Inspecting returned goods for damage, defects, or non-compliance with company standards, and coordinating with relevant teams for appropriate action.
• Supervising and training staff involved in the returns process, ensuring they adhere to company policies and procedures.
• Generating reports on returns data, identifying trends, and contributing to process improvement initiatives.
• Audit compliance.
• Working closely with other departments, such as warehouse Operations, Inventory, customer service, and logistics, to resolve issues and optimize the returns process.
• Ensuring claims are investigated and feedback shared with clients on a daily basis.
• Ensure no stock on GRA floor older than 7 working days from date of receipt.
• Ensuring all returns processes adhere to relevant regulations and company safety standards.
• Adhere to all warehousing, handling, and shipping legislation requirements
• Maintain standards of health and safety, hygiene, and security
• Receive feedback and monitor the quality of services provided
• Structured feedback and updates related to Day to Day returns and escalations internally and to client.
• Ensure timely closure of all claims, investigations, and customer queries within agreed timelines.
• Review and approve stock disposition recommendations (return to stock, supplier returns.
• Escalate operational risks, aged stock, and unresolved customer issues to management proactively.    
• Working in a team environment
• Interpersonal skills

Skills development

• Conduct performance management, coaching, and regular one-on-one reviews with team members.
• Develop and maintain training plans and competency matrices for GRA staff
• Manage staff attendance, leave planning, overtime
• Promote employee engagement and maintain a positive team culture.
• Lead daily operational meetings and communicate priorities, risks, and performance updates.
• Ensure adherence to company policies, disciplinary procedures, and performance standards
• Identify succession planning and talent development opportunities within the team.
• Foster a culture of accountability, continuous improvement, and customer focus.

PDHL Core Competencies & Skills.  

• Maintains effective relationships with customers
• Develops / Delivers high quality / innovative products, services or solutions
• Focuses on customer needs and gains their commitment
• Gains management / colleague support to meet customer needs
• Ensures strategies / plans are aligned and reflect others views
• Develops strategies / plans aligned to broader organizational strategy
• Communicates strategy
• Establishes clear, challenging and achievable objectives
• Aligns resources and the organization within own area of responsibility to achieve objectives
• Regularly reviews and communicates progress against objectives and adjusts as needed
• Champions continuous improvement and innovation
• Inspires results and respect by empowerment, accountability recognition and rewards recognizing the contribution of others
• Provides candid / regular feedback
• Supports the development of others
• Inspires others to develop themselves
• Conveys a clear sense of personal goals and values
• Actively seeks feedback to improve performance
• Develops new skills and modifies behaviours based on feedback
• Takes personal responsibility for career and development

Skills/Experience

• Strong leadership
• Solid communication skills
• Problem-solving skills
• Experience in Inventory management and warehouse operations
• Organized
• Adaptable
• Good understanding of customer service and business principles

Qualifications

• Matric
• B. Comm Degree / Diploma in Transport Management / Logistics / Warehouse
• Minimum of 3 - 5 years’ post qualification in a similar role as a manager
• Proficient on all MS Office packages
• Strong managerial and leadership skills