Returns Associate

Location: Hi-Way Auto Inc

2805 TX-279, Brownwood, TX 76801

Monday through Friday 8am - 5pm 

Position Overview 

A return associate position is responsible for processing the return of parts from customers. By carefully inspecting returned products, identifying defects or damage, and documenting these issues, a return associate helps the organization maintain the highest standards of quality. The return associate also contributes to the overall efficiency of the organization's inventory management by ensuring that returned parts are properly accounted for, tracked, and restocked if appropriate. By identifying and documenting the root causes of returns, a return associate helps the organization minimize its costs by identifying systemic issues that may be driving returns.

Key Responsibilities and Essential Job Functions  

1. Customer Service – Internal & External 

• Interacting with customers, either directly or through Sales Associates, to provide information and guide customers through the returns process. 
• Keep customers up to date on the status of their returns or attain additional information on the return. 
• Establish timely communication, provide the necessary documentation, and self-monitor performance to ensure compliance with service level agreements. 
• Utilizing specific customer and vendor guides to meet each of their respective needs. 

2. Drive Returns Processing 

• Carefully inspects all returned parts to identify defects or damage, and to determine whether the part is eligible for restocking.
• Ensure items returned meet the terms and conditions of the return and determine appropriate actions. 
• Ensure that parts are properly restocked in the appropriate location in the warehouse or core area. This may involve scanning bar codes or using other inventory management tools to ensure that the parts are correctly identified and placed in the right location.
• Appropriately send parts unsuitable for restocking to scrap or to be cored.
• Refer any returns for warranty claims for investigation and resolution to the warranty team. 
• Receive RMAs and issue credits to customers for returned parts.
• Collaborate with various internal departments, such as warranty, quality control, and customer service, to gather information and address return-related reasons to help improve product reliability.  
• Assist in evaluating and tracking returns by identifying and documenting the root causes of returns and logging accurate data for KPIs (Key Performance Indicators) such as customer and returns information, reasons, accurate dates, and costs. 
• Help management identify areas for improvement and optimize the returns process. 
• Maintain a clean and organized work area to ensure that returned parts are properly stored.

3. Administrative 

• Maintain accurate and up-to-date returns and inventory records, supporting documents, correspondence, and resolutions.  
• Support a comprehensive and organized system for tracking and analyzing returns-related data. 
• Assist in analyzing returns data to identify trends, patterns, and potential areas of improvement, such as product quality, identify recurring issues, and suggest modifications.
• Support the company’s sales team to initiate, process, and close out RMA’s in the most efficient and cost-effective manner.  
• Follow compliance guidelines set forth by management based on applicable laws, regulations, and industry standards related to returned products.  

4. Perform Other Duties as Assigned  

• May assist with shipping and receiving. 
• May assist with inventory management.

 Qualifications & Requirements   

1. High school diploma or GED is required. 
2. One (1) year minimum customer service, retail, warehouse, or related experience preferred.  
3. One (1) year minimum automotive experience preferred.  Forklift certification preferred. 
4. Strong written and verbal communication skills are required with a commitment to act with an elevated level of professionalism during all transactions both internally and externally. 
5. Must demonstrate sound judgment to make decisions within predetermined parameters and guidelines set by the company.  
6. Ability to read, write and comprehend instructions, short correspondence, and memos.   
7. Proficiency in Microsoft Office, primarily Excel and Word, All-data, Mitchel and Outlook with the aptitude to learn new systems and software.   
8. Must be able to work effectively alone or with others in a team environment.   
9. Must be able to work collaboratively across functions.   
10. Must be a self-starter with the demonstrated ability to meet timelines and schedules related to essential functions described above.   
11. Must demonstrate strong attention to detail and strong organizational skills with the ability to prioritize and manage multiple tasks. 

Physical Demands & Work Environment   

1. The physical demands described herein are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.   
2. Must be able to ambulate throughout the facility for most of the workday. 
3. May work outdoors exposed to changing weather conditions (rain, sun, snow, wind, etc.) for varying amounts of time. 
4. Must be able to operate equipment in a workstation.  
5. Work in an area equipped with forklifts, chain hoists, and other tools as needed. 
6. Ability to use both hands regularly with enough dexterity to operate basic hand and power tools safely. 
7. Ability to lift, move, and carry objects and materials up to 50 lbs. with or without assistance. 
8. Expected work hours are based on role and location. 
9. Ability to work occasional overtime as needed as determined by the employee’s supervisor. 

Benefits:

• Health, Dental, Vision Packages
• 401k matched
• Life insurance
• PTO
• Holiday pay