This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead – Returns and Replacements based in United States.
This role sits at the center of a fast-paced customer operations environment, ensuring smooth execution of returns and replacement workflows while supporting a high-performing service team. You will act as both a hands-on operational expert and a team leader, helping resolve day-to-day issues while guiding specialists through complex order and system-related challenges. The position plays a key role in maintaining service quality, accuracy, and speed across return and replacement processes that directly impact customers and sales teams. You will also contribute to training, coaching, and continuous improvement efforts that strengthen team capability and operational efficiency. This is a collaborative, service-driven role requiring strong communication, attention to detail, and the ability to manage multiple priorities in a structured but dynamic environment. The team supports a large-scale national distribution network where responsiveness and precision are essential to success.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead – Returns and Replacements based in United States.
This role sits at the center of a fast-paced customer operations environment, ensuring smooth execution of returns and replacement workflows while supporting a high-performing service team. You will act as both a hands-on operational expert and a team leader, helping resolve day-to-day issues while guiding specialists through complex order and system-related challenges. The position plays a key role in maintaining service quality, accuracy, and speed across return and replacement processes that directly impact customers and sales teams. You will also contribute to training, coaching, and continuous improvement efforts that strengthen team capability and operational efficiency. This is a collaborative, service-driven role requiring strong communication, attention to detail, and the ability to manage multiple priorities in a structured but dynamic environment. The team supports a large-scale national distribution network where responsiveness and precision are essential to success.
Accountabilities:
- Support and guide the Returns & Replacements team by acting as a daily point of contact for questions related to systems, order flow, and operational procedures, ensuring consistent and accurate execution of workflows.
- Assist in training, onboarding, and ongoing development of team members by reinforcing best practices and supporting knowledge building across tools, systems, and processes.
- Monitor team activity and provide updates to management regarding performance trends, operational challenges, and recurring issues requiring escalation or resolution.
- Collaborate with internal stakeholders to resolve customer and Sales Pro inquiries related to returns, replacements, and order management processes.
- Identify opportunities for process improvement and contribute to initiatives that enhance efficiency, accuracy, and overall service quality.
- Ensure proper use of systems such as SAP, CRM, and order management tools while supporting troubleshooting and issue resolution when needed.
- Promote a collaborative, service-oriented team culture focused on responsiveness, accountability, and continuous improvement.
- 2–3+ years of experience in customer service, order management, or operations support, ideally in a high-volume, fast-paced environment.
- Prior experience in sports, retail distribution, or similar customer-facing operational settings is strongly preferred.
- Familiarity with order processing and enterprise systems such as SAP, CRM platforms, and Microsoft Office tools (Excel, Outlook, Teams, Word).
- Strong communication and interpersonal skills with the ability to support, guide, and collaborate effectively with team members and stakeholders.
- Excellent attention to detail, organizational skills, and the ability to manage multiple tasks and priorities simultaneously.
- Demonstrated problem-solving ability with a proactive, solution-oriented mindset.
- Team-oriented approach with the ability to remain adaptable and effective in a dynamic environment.
- Competitive hourly pay at approximately $22/hour (based on experience, qualifications, and location)
- Comprehensive health, dental, and vision insurance options
- Health Savings Account (HSA) employer contributions and Flexible Spending Accounts (FSA)
- 401(k) retirement plan with company match
- Paid time off and company holidays
- Life, AD&D, and short-term disability coverage (company-paid)
- Employee wellbeing programs and financial coaching resources
- Employee discounts on apparel and equipment
- Volunteer opportunities and employee engagement programs
- Remote work flexibility within the United States.