Returns Department Lead

Job Type

Full-time

Description

Enthusiast Auto Holdings (EAH) is a highly successful eCommerce company in the automotive parts industry. EAH goes to market via nine enthusiast-focused websites - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, EVANNEX and RCI Off-Road.

We serve the automotive enthusiast; customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge, and support to make their automotive vision come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option.

Led by a strong leadership team, EAH generates market-leading profitability and has experienced high rates of organic growth, including through and following the pandemic. The company has also successfully grown through multiple acquisitions.

EAH is owned and supported by Cortec Group, a premier private equity firm, Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. EAH has recently completed a significant facility expansion at its primary distribution center and is implementing enterprise-level ERP / WMS / OMS systems.

EAH seeks to strengthen the organization with a Returns Department Lead as the business continues to scale.

Full-time Shift: Monday through Friday 7:00 a.m. - 3:30 p.m.

Competitive base pay, generous health (medical, dental, life, vision, and disability insurance) and wellness benefits plus:

• Paid time off
• 401k retirement plan with company match
• Discounts on auto parts and accessories
• $500 Employee Referral Bonus awards
• Company is growing with double-digit revenue growth
• Above industry average customer reputation scores
• Open and honest communication leading to transparency and collaboration
• Enjoyable work environment
  
  

Position Summary

The Returns Department Lead is a "working lead" role responsible for the daily supervision of the ECS Tuning returns area. This position ensures that all returned parts and "cores" are processed with high accuracy and efficiency. The Lead balances hands-on processing with team management to meet productivity targets while maintaining strong communication with Customer Service, DC Leadership, Inventory, Purchasing, and external Vendors.

Key Functions & Responsibilities

• Customer Satisfaction: Coordinate with the Customer Service team to resolve complex return issues or part discrepancies within SLA, ensuring a seamless experience for the end-user.
• Productivity Management: Track and report daily productivity metrics for the team. Ensure all Returns Associates meet or exceed the target processing rate of 8 units per hour.
• Vendor RTV (Return to Vendor): Own the end-to-end "Pick to Credit" process. Manage the physical picking of RTV inventory and ensure all documentation is completed to secure timely financial credits from vendors.
• Warranty & Defective Claims: Serve as the lead liaison for vendors regarding defective parts. Manage the submission of warranty claims, including technical verification and photographic evidence.
• Team Leadership: Support, train, coach and motivate the team. Be a servant leader that can monitor performance, recruit and lead, and assist in daily tasks to ensure the department meets SLA goals.
• Inventory Integrity: Partner closely with the Inventory Department to ensure returned items are accurately restocked, location-tracked, and that "core" inventory is accounted for.
• Department Standards: Maintain a clean, organized, and safe working environment. Enforce warehouse safety protocols and ensure the return area is free of hazards.
  
  

Requirements

Physical Requirements

• Lifting Capability: Must be able to lift, carry, and maneuver parts weighing up to 50 lbs.
• Stationary Work: Ability to work within a designated workstation for up to 8 hours a day, involving standing, reaching, and repetitive motion.
• Stamina: Capability to work in a fast-paced warehouse environment that may involve varying temperatures and noise levels.
  
  

Requirements & Qualifications

• Experience: 2 years in warehouse leadership, preferably in automotive or e-commerce.
• Technical Knowledge: Familiarity with automotive parts, systems, and "core" return programs.
• Systems: Proficiency in Warehouse Management Systems (WMS), Microsoft Office, and Google Workspace.
• Skills: Strong communication, basic math for metric tracking, and high attention to detail.
• Collaboration: We are looking for highly motivated individuals who thrive in a cross-functional environment. We work to actively break down silos and co-create solutions.
  
  

What Success Looks Like

• Delivering a 48-hour or less SLA for Customer Returns Processing
• Delivering respective departmental assignment metrics as defined.
• Delivering improvements on employee experience, attendance, retention, and productivity rates of associates
• Develop and implement process improvement initiatives that support a best-in-class customer experience.
• Realized through customer feedback and Returns metrics.
• Continued strengthening of DC culture
• Focused on serving the customer
• Continuous improvement mindset
• Work smarter, not harder
• Make work enjoyable
  

We are looking for a candidate with a proven ability to lead a team that is customer-centric, strong skills in communication, analytical with data, fulfill and promote our core values of communication, transparency, trust, collaboration, respect, accountability, and able to take/receive constructive feedback.