Returns & Replacements LeadSchedule: Monday–Friday, 8:00 AM–4:00 PM
Reports to: Warehouse Operations Manager
Direct reports: None to start
Position SummaryThe Returns & Replacements Lead owns the daily processing of DTC and B2B returns and replacement orders. This is a hands-on lead role responsible for keeping the department accurate, organized, documented, and moving efficiently—from inspecting returned products through picking, packing, and shipping the correct replacements.
This employee will also assist with incoming-product Quality Control when needed by comparing products with approved tech packs and reference samples, documenting defects, isolating questionable inventory, and communicating findings to the Warehouse Manager and Product team.
Primary Responsibilities
Returns
- Receive, identify, inspect, and document returned products.
- Verify SKUs, colors, components, condition, packaging, and return reasons.
- Follow approved criteria to classify products for restock, rework, quarantine, or escalation.
- Maintain an organized, clearly labeled returns area.
- Coordinate approved restocking with the Receiving & Inventory team.
- Report recurring product defects and return trends.
Replacements
- Own DTC and B2B replacement orders from warehouse intake through shipment.
- Pick, verify, pack, and label the correct SKU, color, component, and quantity.
- Prioritize urgent, overdue, and high-impact replacements.
- Confirm every replacement is complete and accurate before shipment.
- Monitor replacement inventory and communicate shortages early.
- Never substitute products or release an uncertain order without approval.
Quality Control Support
- Help inspect products from incoming containers and shipments as needed.
- Compare products with approved tech packs and reference samples.
- Check labeling, color, dimensions, materials, stitching, straps, buckles, components, packaging, and workmanship.
- Photograph and document defects by shipment, SKU, and issue type.
- Clearly isolate questionable products so they are not released accidentally.
- Communicate findings quickly when inventory is needed for fulfillment.
Department Ownership
- Set daily priorities and maintain visibility into the returns and replacements backlog.
- Keep work areas, inventory, supplies, and product locations organized.
- Build and maintain SOPs, inspection criteria, and checklists.
- Escalate inventory, system, fitment, and quality issues before they delay customers.
- Cross-train in fulfillment picking and assist during peak staffing needs.
What Success Looks Like
- Replacement orders ship with 100% SKU, component, color, and quantity accuracy.
- Returns are inspected, documented, and dispositioned promptly.
- Questionable inventory is isolated and never released without review.
- Backlogs, shortages, and recurring defects are identified early.
- Department processes are documented and repeatable.
Qualifications
- Strong attention to detail and personal accountability for accuracy.
- Warehouse, returns, fulfillment, inventory, or QC experience preferred.
- Able to learn product families, SKU structures, scanners, warehouse systems, and technical documents.
- Strong organization, communication, documentation, and problem-solving skills.
- Able to move quickly without skipping required verification steps.
- Comfortable balancing hands-on warehouse work with computer-based tracking and documentation.
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k) matching
- Employee discount
- Paid time off
Work Location: In person
