Returns Lead

Location: Whitsett

Description:

Requisition Title
CFS Returns Lead
Project Description
The CFS Returns Lead is responsible for overseeing all customer return operations within the Configuration and Fulfillment Services (CFS) organization. This role serves as the operational owner for DaaS customer returns, ensuring returned assets are received, inspected, processed, tracked, stored, and made available for future redeployment in accordance with customer SLAs and
*** quality standards.
The Returns Lead will coordinate daily activities across warehouse, inventory, provisioning, logistics, and customer operations teams to ensure accurate asset management, inventory integrity, and exceptional customer service. This role is critical to maintaining asset visibility, maximizing asset utilization, and driving operational efficiency within ***'s Device-as-a-Service (DaaS) lifecycle management program.

Key Responsibilities
Returns Operations Management
Lead all daily DaaS return activities within the CFS operation.
Manage inbound customer returns from receipt through final disposition.
Ensure all returned assets are processed accurately and within customer SLA requirements.
Coordinate the inspection, triage, grading, storage, and redeployment readiness of returned devices.
Monitor daily return volumes and prioritize workload to meet customer commitments.
Inventory & Asset Management
Maintain complete chain-of-custody and asset traceability for all customer-owned devices.
Ensure accurate inventory transactions within
*** systems.
Conduct regular inventory audits and reconciliation activities.
Investigate and resolve inventory discrepancies, missing assets, and asset tracking issues.
Partner with warehouse and inventory teams to maintain storage accuracy and organization.
Customer Asset Storage & Redeployment
Manage customer inventory designated for future redeployment.
Ensure stored assets are properly labeled, secured, and readily accessible.
Coordinate with provisioning and deployment teams to support customer refreshes, new hires, and redeployment requests.
Monitor aging inventory and recommend actions to improve asset utilization.
SLA & Performance Management
Drive adherence to customer return processing SLAs.
Track and report key operational metrics including:
Return turnaround time
Inventory accuracy
Storage utilization
Asset recovery rates
Redeployment readiness
Customer aging inventory
Identify process improvement opportunities and implement corrective actions.
Team Leadership
Serve as the operational lead for the returns function.
Provide daily direction and workload prioritization for returns personnel.
Train team members on processes, systems, quality standards, and customer requirements.
Promote a culture of accountability, continuous improvement, and operational excellence.
Quality & Compliance
Ensure compliance with
*** security, quality, and operational standards.
Maintain customer data protection and asset security throughout the returns lifecycle.
Support internal and external audits as required.
Ensure proper documentation and process adherence for all returned assets.
Qualifications
Required
Experience in warehouse, logistics, inventory management, returns processing, or asset lifecycle management.
Experience working with inventory management systems and asset tracking tools.
Strong understanding of inventory control principles and warehouse operations.
Excellent organizational and problem-solving skills.
Strong communication and leadership abilities.
Proficiency with Microsoft Excel and operational reporting tools.

Preferred
Experience supporting Device-as-a-Service (DaaS) operations.

Experience with IT asset management, device provisioning, or configuration services.
Experience leading teams in a fast-paced operational environment.
Knowledge of
*** systems, supply chain operations, and customer lifecycle services.
Key Performance Indicators (KPIs)
Returns SLA Compliance
Inventory Accuracy
Asset Traceability Compliance
Redeployment Readiness Rate
Customer Inventory Aging Reduction
Return Processing Cycle Time
Storage Accuracy
Audit Compliance Scores
Customer Satisfaction Metrics
Productivity and Throughput
Metrics
Leadership Expectations
The Returns Lead is expected to be the subject matter expert for all DaaS return operations and serve as the primary point of contact for customer asset recovery, storage, and redeployment activities. This individual will drive operational excellence, ensure inventory integrity, and support the growth of ***'s lifecycle services business through efficient and scalable returns management.
Supplier Comments