Returns Lead

Description Help Shape the Future of Modern Mobility

This role sits at the center of Travelpro's transformation—from a trusted legacy brand into a design-led, consumer-obsessed modern mobility company.

This role sits at the center of Travelpro's transformation—from a trusted legacy brand into a design-led, consumer-obsessed modern mobility company.

The Returns Lead oversees the end-to-end Reverse Logistics process at the Distribution Center (DC). This role ensures efficient product inspection, accurate inventory updates, and swift communication with Customer Service to maximize recovery value and maintain customer satisfaction.

• Track processing progress
  - Date working, units to be processed by date, units that need RMAs.
• Review and email lists to customer service for RMA needs/issues.
• Keep count of pallets in the staging area and ensure pallets are being put away accordingly. (RT1st, RSALE)
• Use the RMA report to check for "open receipts". These are RMAs that are not fully processed/closed due to the item not being put into location. This should be done weekly.
• At EOD get the number of units processed and email all pertinent info.
• Process fraud returns following the SOP. Hold fraud packages for further research.
• Email any return issues (wrong product received, personal items left in luggage) to either account or consumer services based on the customer.
• If the customer pays for the return of the items, create the FX ground label for the amount paid, provide tracking # and ship.

• 2 to 4 years of experience in distribution/warehouse operations
• Experience in consumer brands, DTC, or related space
• Demonstrated success in similar role or scope
• Experience working cross-functionally
• Leadership experience, if applicable

• Strategic thinking and problem-solving
• Execution and ability to drive results
• Strong communication and stakeholder alignment
• Analytical and data-informed decision-making
• Adaptability in a fast-paced, evolving environment

Efficient RMA and returns management directly protects our company's profitability by recovering stock value through strategic product inspection and restocking. It plays a critical role in customer retention, as swift return processing transforms a potentially negative consumer experience into a loyalty-building interaction. Furthermore, the returns department acts as an essential feedback loop that detects product defects and inventory errors early. Ultimately, a streamlined returns workflow minimizes warehouse waste and keeps our supply chain moving smoothly.

• High School Diploma or GED equivalent is the universal baseline requirement
• 2 to 4 years of experience in warehouse operations, order management, inventory control, or e-commerce reverse logistics
• The ability to closely examine returned inventory, read technical specifications, and make an objective quality decision (e.g., restock, repair, refurbish, scrap, or return-to-vendor).
• Clear, professional verbal and written communication skills needed to liaise between Consumer Services (Customer Care), Warehouse Operations, and Outside Vendors.
• Capability to handle standard warehouse physical workloads, including standing for extended periods and lifting up to 50 lbs.

Workstation with a pc, pallet jack, zebra printer

We believe in collaboration, accountability, innovation, and continuous improvement. We move fast, support one another, and challenge ourselves to keep evolving.

Paid Time Off and company-paid holidays.

Medical, Dental, Vision, Health Savings Accounts, and wellness programs.

401(k) company match.

Employee-led engagement initiatives focused on wellbeing, collaboration, and creating a workplace where everyone belongs.

Travelpro® was founded by airline pilot Bob Plath, whose firsthand travel experience inspired the invention of the original Roll aboard® suitcase - changing modern travel forever. Today, we are building on that legacy as we evolve into a modern mobility and travel lifestyle brand designed for today’s global traveler. Our products combine aviation-level performance with elevated design, helping ambitious people move confidently through every journey.

Travelpro® is an equal opportunity employer committed to building a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other protected characteristic under applicable law.

Travelpro® is a drug-free workplace