Return Processing Lead

A growing technology company in Charlotte is seeking a Return Processing Lead to support and strengthen our in-house Repair (RMA) and Order Fulfillment teams.

SUMMARY: The Return Processing Lead will work alongside the RMA Administrator and Technical Service Manager to help drive the day-to-day operational execution of our in-house computer Repair Technicians and order fulfillment teams. This includes ensuring customer repairs, warranties, and enhanced service offerings are delivered on time and at high quality standards. This role will provide process improvement, team development, and process innovation for the RMA department.

This position is ideal for a results-driven lead who takes ownership of KPIs, models strong professional behaviors and contributes to performance improvements, efficiencies and revenue outcomes.

DUTIES AND RESPONSIBILITIES:

• Provides guidance to the RMA Technical team for processing repairs on industrial computers and rugged tablets through optimized business processes.
• Helps to sets objectives for departmental success in safety, quality, production, and teamwork.
• Manages weekly reporting on efficiency, timeliness, and quality.
• Identifies potential problems, root causes, and recommends improvements to upper management.
• Prevents product damage and ensures a safe working environment.
• Monitors repair flow through the inventory system to minimize costs while meeting customer expectations.
• Builds trusted relationships with customers to meet Service Level Agreements (SLAs) and enhance brand experience.
• Acts as Project Manager for Enhanced Services, ensuring communication and customer expectation management.
• Resolves issues related to quality documentation, lead times, and vendor communication.
• Serves as liaison between customers, internal departments, and vendors, ensuring customer requests are addressed effectively.
• Improves group efficiency by identifying opportunities and managing new projects.
• Primary contact for internal systems support (e.g., Netsuite, Freshdesk/Hubspot).
• Identifies business and renewal opportunities related to Enhanced Services.
• Other duties as assigned.

• Associate's degree or 3 years of related experience in computer repair or computer technician environment; or 5 years of relevant experience in lieu of a Degree; or equivalent education and experience.
• Proven supervisory or team lead experience with HR activities.
• Technical skills in electronic hardware for problem resolution with vendors.
• Experience with Quality Management Systems (ISO 9001) is a plus.
• Professional communication skills with vendors/customers.
• Track record in managing customer escalations and negotiations.
• Experience with international clients is a plus.
• Proficient in Microsoft Word, Excel, and Outlook.
• Eager to learn about products and markets.
• Self-motivated, independent learner with a passion for new technology.
• Project Management or Service Department Management experience required.

• Competitive Benefits Package