Head of Returns Department
We are seeking a highly organised and proactive Head of returns to lead and oversee the operations of our Returns Department, ensuring efficient processes and exceptional service delivery. The successful candidate will handle wholesale and retail returns processes, liaise with customers and teams, and ensure compliance with regulatory obligations. This role requires strong problem-solving skills, excellent communication abilities, and attention to detail to maintain smooth workflows and customer satisfaction.
Key Responsibilities
- Collecting from the warehouse parcels with wholesale and retail customer returns.
- Updating progress in spreadsheets.
- Wholesale Returns: checking devices, matching customer orders, issuing replacements/credit notes, and dealing with customers according to ongoing cases. Cooperating with a sales team.
- Retail returns: checking devices, matching orders, cooperating with the retail customer service team
- Preparing devices that need to be re-stocked.
- After customers request to create return labels as per customer requests
- Checking if a raised free-of-charge invoice has been combined with the next customer order.
- Checking and recording all samples received and passing it to the right department depending on the parcel content.
- If the warehouse team is struggling with a higher quantity of orders or deliveries – helping with basic tasks or working on goods in with one of the senior staff.
- Liaise with the sales director and the admin team regarding the rebates.
- Issuing a credit note for all missing items for the orders.
- Liaise with suppliers regarding manufacturing faults on the products.
- Preparing paperwork for all products which we send back to suppliers due to recall or sale or return process. Checking if we received all credits accordingly.
- Currently working to set 2 obligatory compliance schemes WEEE and Batteries, once all set following guidance from the Environment Agency and Producer Compliance Scheme.
Additional Responsibilities
1. Production Scheduling and Coordination
- Assist in creating and maintaining production schedules to ensure the timely delivery of products.
- Communicate production plans and updates to relevant departments, including procurement and warehouse teams.
- Monitor daily, weekly, and monthly production activities and address scheduling conflicts or delays.
- Oversee the preparation of ingredients, the mixing process and bottling operations
2. Documentation and Record-Keeping
- Maintain accurate records of production data, including batch records, production volumes, and inventory usage.
- Prepare and manage production reports
- Ensure proper documentation for audits, including compliance records and safety logs.
- ISO 9001 ensure that all processes are followed, including filing all documentation, arranging and conducting internal and external audits, and liaising with all issues raised by auditors.
3. Inventory Management
- Oversee the inventory of raw materials (e.g., nicotine, flavours, PG/VG), packaging materials, and finished goods.
- Coordinate with procurement teams to ensure the timely sourcing of materials without overstocking.
- Optimise resource allocation to minimise waste and reduce costs.
- Ordering all raw materials
4. Compliance and Regulatory Support
- Ensure all production records meet regulatory requirements (e.g.TPD).
- Assist in preparing documentation for regulatory inspections and audits.
- Assist in preparing artworks for new products, ensuring that all meet CLP requirements
- liaise with ADACT Medical, a compliance agency
5. Communication and Coordination
- Act as a liaison between production teams and other departments.
- Communicate updates or changes in production schedules to all relevant stakeholders.
- Address administrative inquiries from the production team and escalate issues when necessary.
6. Reporting and Analysis
- Generate and analyse production performance reports to identify trends, inefficiencies, and areas for improvement.
- Provide regular updates to production managers on key performance indicators such as production rates, downtime, and labour utilisation.
- Assist in budgeting and cost analysis for production activities.
Job Type: Full-time
Schedule: Monday to Friday, 9 - 6
Pay: £13.50 - £14.50 per hour
Job Type: Full-time
Pay: £13.50-£14.50 per hour
Benefits:
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
Reference ID: Head of Returns Dep 04 June
