Returns and Warranty Supervisor

Key Responsibilities

• Oversee day-to-day returns and warranty processing, including authorization, inspection, and disposition
• Maintain clear processes and work instructions to drive consistency and efficiency
• Monitor workflow and address bottlenecks to meet turnaround time expectations
• Partner with Customer Service, Sales, and Distribution to resolve return and warranty issues
• Act as point of contact for escalated or complex cases
• Ensure issues are resolved quickly while balancing customer needs and company guidelines
• Track key metrics such as return volume, turnaround time, and warranty claims
• Identify trends and recurring issues and escalate findings to leadership
• Support root cause investigations and help implement corrective actions
• Ensure proper handling of credits and returns to minimize unnecessary cost
• Support efforts to improve recovery from suppliers when applicable
• Aid in processing supplier claims and tracking recoveries
• Communicate issues with vendors as needed to resolve defective product concerns
• Lead and support a small team, setting clear expectations for performance and accountability
• Provide coaching, training, and daily direction to ensure work is completed accurately and on time
• Promote a culture of ownership, urgency, and teamwork

Qualifications

• Associate’s or Bachelor’s degree in Business, Supply Chain, or related field (or equivalent experience)
• 3–5 years of experience in returns, warranty, customer service, or operations
• Prior experience leading or coordinating team activities preferred
• Strong problem-solving and organizational skills
• Comfortable working with ERP or warehouse systems
• Ability to manage multiple priorities in a fast-paced environment