Lead Hardware Returns Specialist

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.

Responsibilities

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; Monitor open RTV and RMA queues to ensure timely processing; Inspect defective or returned hardware to validate reported issues; Verify serial numbers, part numbers, configurations, and product condition; Submit Return Merchandise Authorization requests to vendors; Maintain accurate records of RMA submissions, approvals, and credits; Perform or coordinate the disassembly of defective products; Move and track RTV inventory across campus facilities; Prepare and package returned hardware according to vendor requirements; Generate and process shipping labels through carrier systems; Support the processing and tracking of customer-owned defective products; Train and mentor team members on hardware returns procedures; Create, maintain, and improve training materials and work instructions; Identify recurring issues and opportunities to improve accuracy and cycle time; Provide operational leadership across multiple campus facilities; Provide support across warehouse operations as needed

Requirements

High school diploma or equivalent required; Three or more years of experience in warehouse operations, electronics repair, reverse logistics, hardware returns, or a related field preferred; Prior lead, coordinator, trainer, or informal team-lead experience preferred; Experience working with computer hardware, including servers, PCs, components, and related configurations, strongly preferred; Familiarity with inventory systems, ERP systems, warehouse management systems, vendor portals, or RMA platforms; Experience supporting operations across multiple work areas, buildings, or facilities preferred; Working knowledge of computer hardware components, configurations, serial-number tracking, and product identification; Strong understanding of return merchandise authorization, vendor return, reverse-logistics, inventory-control, and shipping processes; Demonstrated ability to lead by example, organize work, prioritize competing demands, and coordinate daily team activities; Strong attention to detail and accuracy in product verification, system transactions, data entry, and documentation; Ability to follow, interpret, and reinforce standardized processes and work instructions; Effective troubleshooting, problem-solving, escalation, and root-cause-analysis skills; Strong organizational and time-management skills with the ability to meet deadlines; Clear and professional communication skills with team members, internal stakeholders, vendors, and carriers; Ability to train, coach, mentor, and provide constructive feedback to team members; Ability to work independently while collaborating effectively in a team environment; Proficiency with Microsoft Office and inventory management, ERP, WMS, RMA, or vendor systems; Ability to adapt to changing priorities and provide support across multiple campus facilities; Ability to lift and move hardware and packages weighing up to 50 pounds, with or without reasonable accommodation

Nice to have

Experience working with computer hardware, including servers, PCs, components, and related configurations; Prior lead, coordinator, trainer, or informal team-lead experience; Familiarity with inventory systems, ERP systems, warehouse management systems, vendor portals, or RMA platforms; Experience supporting operations across multiple work areas, buildings, or facilities

Benefits

Medical, Dental, and Vision Insurance; 401(k); Paid company holidays; Paid time off; Paid parental and caregiver leave