Lead Hardware Returns Specialist

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

The Lead Hardware Returns Specialist is responsible for leading the daily processing of defective, damaged, non-conforming, and customer-owned computer hardware for return to manufacturers and vendors. This role performs the core functions of the Hardware Returns Specialist while providing day-to-day direction, coordination, training, and operational support for the returns team. Ensures accurate product verification, documentation, inventory control, RMA processing, vendor returns, and outbound shipments.

The role is also responsible for monitoring department performance, resolving process issues, supporting cross-functional communication, and helping maintain consistent operations across multiple facilities located on the same campus. The ideal candidate is detail-oriented, process-driven, technically capable, and able to lead by example in a fast-paced warehouse and reverse-logistics environment. The position requires flexibility to work in and provide coverage for multiple campus facilities as business needs require.

• Lead and coordinate the day-to-day activities of the hardware returns function, including work assignment, queue prioritization, workload balancing, and facility coverage.
• Serve as a subject-matter resource for Hardware Returns Specialists and provide guidance on procedures, systems, documentation, and vendor requirements.
• Monitor open RTV and RMA queues to ensure timely processing, accurate status updates, and effective resolution of aging or escalated items.
• Support achievement of department goals, service levels, quality standards, inventory accuracy, and shipping deadlines.
• Identify operational constraints and coordinate with warehouse, supply chain, procurement, manufacturing, and other internal teams to maintain workflow continuity.
• Work as a Hardware Returns Specialist or support other warehouse functions as needed to meet business requirements.

• Inspect defective or returned hardware to validate reported issues, including damage, defects, incorrect items, and non-conforming conditions.
• Verify serial numbers, part numbers, configurations, and product condition against system records and supporting documentation.
• Identify, investigate, and document discrepancies between reported and actual product conditions or issues.
• Ensure returned items are accurately received, labeled, and logged into internal systems.
• Assist team members with complex or disputed product verification issues and determine appropriate escalation paths.

• Submit Return Merchandise Authorization requests to vendors through portals, email, or required documentation.
• Review team submissions for completeness, accuracy, and compliance with vendor requirements.
• Maintain accurate records of RMA submissions, approvals, status changes, credits, replacements,…