- Professional
- Bureau à Mont-Royal
The mission of the Returns Lead at Cozey
Reporting to Derrick Miele, Fulfilment Center Manager, the mission of the Returns Team Lead is to oversee the processing of returned furniture products, ensuring accuracy, efficiency, and compliance with quality standards. As the subject matter expert (SME) for returns, this leader also plays a key role in developing best practices, training, and supporting other Fulfillment Centers across the business.
What you’ll be doing
- Lead and mentor the returns team (4–6 FTE) by setting schedules, balancing workloads, and fostering a culture of accountability, safety, and continuous improvement.
- Oversee all returns processing — from inspections to restocking and product disposition (BIS, refurbish, donate, dispose) — ensuring accuracy, efficiency, and up-to-date quality standards.
- Monitor and improve performance through coaching, feedback, and audits, escalating recurring quality issues to Product and QC with data-driven insights.
- Serve as the subject matter expert (SME) for returns operations, creating documentation, standardizing best practices, and training other Fulfillment Centers.
- Collaborate cross-functionally with Logistics, Customer Happiness, and Product Design to reduce return rates, address packaging/product issues, and improve customer satisfaction.
- Drive process innovation by refining SOPs, implementing lean practices, and streamlining workflows to minimize costs and bottlenecks.
We care about you
- You will receive a competitive salary along with a comprehensive benefit package.
- Endless opportunities for personal and professional growth in a fast-growing start-up.
- A generous PTO policy that allows you the time you need to recharge.
- A role where your strategies and decisions directly influence the company’s operations and growth.
- A workspace where everyone is welcomed, heard, and valued.
