Returns Manager (Longmeadow) at ACDC Dynamics SA

Purpose of the Role

• The Returns Manager is responsible for overseeing and optimising the end-to-end returns process for electrical retail products. This role ensures returned goods are processed efficiently, safely, and in compliance with legal and environmental regulations, while maintaining high levels of customer satisfaction and minimising financial loss.

Key Responsibilities

• Manage the full returns lifecycle, including customer returns, warranty claims, repairs, refurbishments, recycling, and disposal of electrical products.
• Develop and implement efficient returns processes to reduce turnaround times and operational costs.
• Ensure compliance with electrical safety standards, consumer rights legislation, and WEEE (Waste Electrical and Electronic Equipment) regulations.
• Lead, train, and manage the returns team, setting clear performance targets and conducting regular reviews.
• Liaise with customer service, warehouse, logistics, suppliers, and manufacturers to resolve returns issues and warranty claims.
• Analyse returns data to identify trends, root causes, and opportunities to reduce return rates and improve product quality.
• Oversee inspection, testing, grading, and disposition of returned electrical equipment (resale, repair, refurbish, or scrap).
• Handle escalated customer complaints related to returns and faulty products.

Requirements

Skills & Experience

• Proven experience in returns, reverse logistics, warehouse operations, or supply chain management within a retail or electrical goods environment.
• Strong understanding of electrical products, fault diagnosis, and product lifecycle management.
• Knowledge of consumer protection laws and returns policies (e.g. Consumer Rights Act).
• Experience managing and developing teams.
• Excellent organisational and problem-solving skills.
• Strong analytical skills with experience using data to drive process improvements.
• Confident communication and stakeholder management skills.

Personal Attributes

• Customer-focused with a pragmatic, commercial mindset
• Detail-oriented with strong quality standards
• Proactive and results-driven
• Calm and decisive under pressure
• Comfortable working in a fast-paced retail environment