Returns Team Member - NSW

About JB Hi-Fi Group

JB Hi-Fi Group consists of some of Australia's most respected retail brands including JB Hi-Fi, The Good Guys, and E&S. Our team is driven by passion, expertise, and a straightforward approach. We take pride in helping customers improve how they live, learn, work, and enjoy life, by offering the latest technology, consumer electronics, home entertainment, and appliances at competitive prices.

We deliver amazing value, top-tier brands, and outstanding customer service through our widespread store network, online channels, and commercial divisions such as JB Hi-Fi Business and The Good Guys Commercial.

Why Work With Us?

• Enjoy a dynamic, fast-moving workplace that values diversity, creativity, and new ideas.
• Receive competitive pay including possible sales commissions and great incentives depending on your role.
• Access broad career development opportunities and comprehensive training within the JB Hi-Fi Group encompassing JB Hi-Fi Australia, New Zealand, The Good Guys, and E&S Trading.
• Benefit from significant discounts, VIP supplier pricing, and ongoing promotions across the group.
• Avail 12 weeks paid parental leave for eligible primary caregivers, plus thoughtful gifts for new parents, alongside flexible and hybrid work arrangements for qualifying positions.
• Use the Employee Assistance Program offering counseling and wellbeing resources for employees and their families.
• Participate in impactful community initiatives through workplace giving programs like Helping Hands and Doing Good, which have raised substantial funds for charities.
• Contribute to our sustainability goals aimed at achieving net zero carbon emissions by 2030 through continual efforts in waste reduction and recycling.

Role Overview

Reporting to the Returns Coordinator, as a Returns Team Member you will ensure the timely processing and management of returns for faulty, defective, or damaged bulky goods within the Home Delivery Centre (HDC). Your work helps reduce risk to customers and financial losses to the company.

Key Responsibilities

• Handle escalated customer returns ensuring prompt resolution and communication of potential improvements.
• Work collaboratively with stores, HDC teams, and other stakeholders to deliver a satisfactory customer experience by managing escalated product returns and resolving related inquiries.
• Support product collection by customers and installers at the HDC including timely and accurate system transactions, maintaining a solution-oriented mindset.
• Undertake additional customer and installer support tasks such as reception duties for visitors and contractors, and managing Zendesk inquiries.
• Resolve credit claims with suppliers, escalate issues appropriately, and contribute to business investigations.
• Monitor compliance of transport carriers with service levels and key performance indicators to identify and resolve any shortcomings.
• Assist in maintaining effective processes and systems to ensure accurate records and integrity of returns inventory.
• Perform other duties as assigned related to your knowledge and experience.
• Note this role operates Tuesday to Saturday, from 7:00 AM to 3:06 PM.

Candidate Profile

Our ideal candidate consistently seeks to improve work methods, collaborates well within teams, and can independently manage their tasks.

Required Qualifications and Skills

• Experience in warehouse operations.
• Proficiency in Microsoft Office applications is preferred.
• Licenses for material handling equipment such as LF (High Reach) and LO (Stock Picker) are desirable.
• Availability to work Tuesday to Saturday.

Additional Information

Applications are treated with strict confidentiality. JB Hi-Fi Group is an equal opportunity employer committed to diversity and inclusion. We encourage anyone interested, even if you don't meet every requirement fully, to apply.