Returns Team Member (VIC)

About JB Hi-Fi Group

JB Hi-Fi Group unites three well-known Australian retail brands: JB Hi-Fi, The Good Guys, and E&S. The group is focused on helping customers find better ways to live, learn, work, and play through a broad range of technology, consumer electronics, home entertainment, and appliances at competitive prices.

The business operates across a wide store network, online channels, and commercial divisions, and is built on strong customer service, product knowledge, and a practical, team-oriented culture.

Why work with us

• Work in a busy, energetic environment where diversity, fresh ideas, and creativity are encouraged.
• Receive competitive pay that may include sales commission and additional incentives, depending on the role.
• Gain access to career growth opportunities plus training and development across the wider JB Hi-Fi Group.
• Enjoy staff discounts, including access to VIP supplier pricing and special promotions.
• Eligible primary carers can receive 12 weeks of paid parental leave, along with a gift for new parents.
• Flexible work arrangements, including hybrid models, are available for eligible positions.
• Support is available through the Employee Assistance Program, which offers counselling and wellbeing resources for employees and their families.
• The group supports community giving through Helping Hands and Doing Good programs.
• The company is working toward net zero carbon emissions by 2030 with an ongoing focus on reducing, reusing, and recycling.

Role overview

As a Returns Team Member, you will report to the Returns Coordinator and support the efficient handling of faulty, damaged, and defective bulky goods within the Home Delivery Centre. The role is designed to reduce customer risk and minimise financial loss by ensuring returns are managed quickly, accurately, and with a solutions-focused approach.

Key duties

• Handle escalated customer return cases and ensure they are resolved quickly, with clear communication and attention to process improvements.
• Work closely with stores, other HDC teams, and internal stakeholders to create a smooth customer experience and resolve return-related issues.
• Support the collection of products by customers and installers, while completing system transactions accurately and on time.
• Provide front-of-house support when needed, including welcoming visitors and contractors, and managing Zendesk-related tasks.
• Deal with supplier credit claims, raise issues through the correct process, and contribute information for business investigations.
• Track carrier performance against service targets, monitor KPIs, and help identify and fix areas of non-compliance.
• Support the maintenance of strong records management and accurate returns inventory controls.
• Carry out other suitable tasks based on your experience and business needs.

Schedule

This position runs from Saturday to Wednesday, 9:30am to 5:50pm.

Candidate profile

The ideal person is someone who can improve work processes, collaborate effectively with a team, and also work independently when required.

Additional requirements

• Previous operational warehouse experience is preferred.
• Good working knowledge of Microsoft Office applications is preferred.
• Forklift and order picker licences are preferred, specifically LF (high reach) and LO (stock picker).
• Availability to work from Saturday through Wednesday is required.

Additional information

Applications are confidential. Candidates are encouraged to apply even if they do not meet every requirement, as the company values diversity and inclusion and provides an equal opportunity workplace.