Manager, Returns

Job description

With more than 80 years of experience, Oxford has built a house of emotionally resonant lifestyle brands that can stand the test of time and trends. We are the parent company behind the most beloved lifestyle brands in the U.S. Headquartered in Atlanta, GA, Oxford is not just an owner. We’re stewards, growing great businesses, while staying true to what makes them special. We offer competitive benefits packages which may include generous vacation policy, health and wellness coverage, 401k with company match, discounted stock purchasing, options for education reimbursement, and amazing product discounts! We value work-life balance and offer a flexible corporate office environment. About the Role: The Returns Manager is responsible for managing the Returns department by organizing and leading the functional team, maximizing productivity, minimizing operating costs, and meeting fulfillment service level expectations for all Oxford (OXM) Brands. Provide strategic recommendations on actions or processes to improve efficiency and support continued growth of the DC. Essential Job Functions Manage the Returns department directly and/or through assigned Supervisors, Leads, and supporting clerical staff by providing leadership, direction, coaching, and accountability to ensure safe, efficient, and high-quality operations. Review workload or demand forecast to identify daily, short-term, and long-term required service outputs. Strategically organize the team and assign priorities in order to meet the necessary output. Clearly communicate functional area processes, operations and daily instructions to employees; adapt as necessary to changing priorities. Monitor productivity and provide strategic recommendations to improve efficiency; produce and distribute related KPI reporting. Utilize data and reporting to understand, report and improve efficiency. Work with Sr. DC Management and/or Brands to resolve problems and/or priorities affecting the assigned functional area. Identify and implement new operational and management systems, processes, and best practices as needed to adjust to new Brand requirements, volume growth, and/or technology changes. Identify and communicate headcount requirements and assist in the hiring process as needed. Ensure that team has all information required to successfully complete their work. Identify and resolve training requirements for team members. Purchase and manage inventory of any needed materials Monitor equipment to ensure it is in good operating condition; contact Maintenance with any issues. Provide labor and related expense budgets and forecasts. Educate and enforce company policies and safety procedures. Assess team members’ performance, attendance and productivity; manage necessary corrective actions and the performance evaluation/compensation process for assigned team members. Provides team management including; interviewing, selecting, and training employees; setting or recommending rates of pay and hours of work; maintaining production records; planning work, etc Ensure all returns are processed accurately and within established turnaround times. Oversee the receiving (crediting) team to ensure incoming returns are received, verified, and documented correctly. Supervise return processors to ensure merchandise is folded, sorted, and prepared according to company standards. Monitor the quality and integrity of returned products, ensuring only first-quality merchandise is approved for inventory. Communicate effectively with Customer Service Representatives (CSRs) and brand representatives regarding return status, customer requirements, and exception issues. Enter, monitor, and track operational issues in the company portal to ensure timely communication and resolution with internal teams and customer representatives. Ensure employees properly utilize the Warehouse Management System (WMS/UI) and handheld scanners in accordance with established Standard Operating Procedures (SOPs). Verify completed work before it advances to the next process, including: Properly securing container lids with zip ties. Verifying the correct unit quantities are packed in each container. Confirming all packaging meets company and customer-specific requirements. Ensure all processed merchandise meets first-quality standards before being returned to inventory or prepared for shipment. Scope, Complexity and Autonomy Supervises the daily activities of two or more non-exempt employees in a production-related role. Sets priorities for the team to ensure task completion. Has supervisory/management as the primary duty of the position, e.g., interviewing, selecting, and training employees; setting or recommending rates of pay and hours of work; maintaining production records; planning work, etc. Coaches team members on performance, completes employee performance evaluations and recommends pay actions. Decision-Making Authority and Judgment Decisions are guided by policies, procedures and the business plan; receives guidance and oversight from Sr. Managers. Supervision Received Senior Manager, Returns, Value-Added Services, and Embroidery Supervision Exercised Returns Leads and Associates Principal Relationships/Key Contacts Lyons DC Sr. Managers, Supervisors, and other DC staff. Brand customer service & operations staff OXM Import Team 3rd-Party logistics service providers (Freight Carriers, FedEx, and UPS) Education and Certifications, Experience and Skills, and Competencies Associate or Bachelor’s Degree, or equivalent work experience Generally, 6+ years of relevant professional experience in customer service, inventory management, warehousing, embroidery/screen printing, and/or physical distribution concepts. Experience working with ERP and/or WMS (warehouse management system) is a plus. Knowledge of Warehouse Management Systems, ERPs, Parcel Shipping or inventory management software. Profiicient with Microsoft Office (Outlook, Word and Excel) Able to work with all levels of staff Detail oriented, well organized, excels in communication, listens and gets clarification Balances team and individual responsibilities; contributes to building a positive team spirit Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality Observes safety procedures, reports potentially unsafe conditions, uses equipment and material properly SPECIAL CONSIDERATIONS Remote work: No remote work Travel approximately up to (%): 0 Lifting and/or moving required: Required Lift and/or move up to (lbs): 50 Frequency: Frequently Bending/stooping/kneeling Bending/stooping/kneeling required: Required Frequency: Frequently Routine standing Routine standing (approximate hrs per day): 8 What happens next? If you are interested in this opportunity please apply! You will receive an email confirming we received your application. We will review your application as soon as possible. You can update your resume or information at any time by accessing your candidate profile. This Company is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here. If you need an accommodation to complete an online application, please contact the location you are applying to or contact us at 1-888-725-1899. U.S. EEOC: Know Your Rights Oxford Industries participates in E-Verify. Details in English and Spanish . 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