Manager, Returns

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.

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.

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…