Customer Returns Lead

About Us: Echelon Supply and Service is a leading provider of premium industrial and hydraulic hose solutions for commercial and defense markets across North America. Since 1977, we've built our reputation on a customer-first approach, delivering quality products and exceptional support.

Headquartered in Liverpool, NY, we operate over ten locations in the U.S. and Canada, with recent expansion to the west coast. Our mission is to be North America's premier industrial and hydraulic hose supplier, empowering our customers' success through reliable, innovative products and outstanding service. Join us in shaping the future of industrial and hydraulic solutions!

Position Summary:
The Customer Returns Lead is responsible for owning and managing the end-to-end returns process across the entire company. This role will serve as the central point of contact for all return-related activity, ensuring timely processing, accurate documentation, and a positive customer experience. The ideal candidate is highly organized, detail-oriented, and capable of working independently while coordinating with multiple departments.

Key Responsibilities:

• Manage the full lifecycle of customer returns, including intake, evaluation, processing, and resolution
• Serve as the primary point of contact for all return inquiries from customers, sales, and internal teams
• Review and validate return requests to ensure compliance with company policies and warranty guidelines
• Coordinate with warehouse, quality, and sales teams to inspect returned products and determine disposition (restock, repair, scrap, or replacement)
• Process credits, replacements, and exchanges accurately and in a timely manner
• Track and document all return activity, maintaining detailed and organized records
• Identify trends or recurring issues in returns and provide insights/recommendations for process or product improvements
• Ensure timely communication with customers regarding return status and resolution
• Continuously improve return processes to increase efficiency and customer satisfaction

Qualifications:

• 3 years of experience in customer service, returns processing, or operations (manufacturing/distribution environment preferred)
• Strong attention to detail and organizational skills
• Ability to work independently and manage a high-volume workload
• Excellent communication and problem-solving skills
• Experience working with ERP systems (P21 or similar preferred)
• Proficiency in Microsoft Office, particularly Excel

Preferred Qualifications:

• Experience handling returns in a technical or product-based industry (e.g., hose, hydraulic, or industrial distribution)
• Familiarity with warranty processes and product quality evaluation

Key Competencies:

• Ownership and accountability
• Strong sense of urgency
• Analytical thinking and process improvement mindset
• Customer-focused approach
• Ability to collaborate cross-functionally

Why This Role Matters:
This role is critical in protecting the company’s customer relationships while ensuring returns are handled efficiently and accurately. As the sole owner of the returns process, the Customer Returns Lead will play a key role in driving consistency, identifying improvement opportunities, and enhancing the overall customer experience.

Echelon Supply and Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.