Lead Hardware Returns Specialist

Essential Functions and Duties

• 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 and provide guidance on procedures, systems, documentation, and vendor requirements.
• Monitor open RTV and RMA queues to ensure timely processing, accurate status updates, and effective resolution of aging or escalated items.
• Support achievement of department goals, service levels, quality standards, inventory accuracy, and shipping deadlines.
• Identify operational constraints and coordinate with warehouse, supply chain, procurement, manufacturing, and other internal teams to maintain workflow continuity.
• Work as a Hardware Returns Specialist or support other warehouse functions as needed to meet business requirements.

Product Verification and Intake

• Inspect defective or returned hardware to validate reported issues, including damage, defects, incorrect items, and non-conforming conditions.
• Verify serial numbers, part numbers, configurations, and product condition against system records and supporting documentation.
• Identify, investigate, and document discrepancies between reported and actual product conditions or issues.
• Ensure returned items are accurately received, labeled, and logged into internal systems.
• Assist team members with complex or disputed product verification issues and determine appropriate escalation paths.

RMA and Vendor Return Processing

• Submit Return Merchandise Authorization requests to vendors through portals, email, or required documentation.
• Review team submissions for completeness, accuracy, and compliance with vendor requirements.
• Maintain accurate records of RMA submissions, approvals, status changes, credits, replacements, and open actions.
• Ensure required documentation, including failure logs, forms, confirmations, labels, and shipping records, is complete and properly filed.
• Coordinate with Supply Chain, Procurement, vendors, and other stakeholders to resolve missing information, authorization issues, and return discrepancies.
• Escalate vendor delays, rejected RMAs, substitutions, credit issues, and other exceptions in a timely manner.

Hardware Disassembly and Inventory Management

• Perform or coordinate the disassembly of defective products in accordance with established work instructions and safety requirements.
• Move and track RTV inventory within designated warehouse locations and across campus facilities when required.
• Maintain accurate system records for returned items, components, dispositions, and inventory movements.
• Verify that replacement products, credits, and substitutions correspond to the original returned items or approved disposition decisions.
• Ensure replacement products are processed appropriately and returned to stock when applicable.
• Investigate inventory discrepancies and coordinate corrective actions with warehouse and inventory-control teams.

Shipping and Logistics

• Prepare and package returned hardware according to vendor requirements, including appropriate ESD protection and packaging materials.
• Review shipment contents, labels, documentation, and carrier requirements before release.
• Generate and process shipping labels through carrier systems.
• Coordinate outbound shipments, staging, pickups, and carrier handoffs with warehouse operations and logistics partners.
• Help ensure shipments are completed accurately and within required timelines.

Customer-Owned Inventory Support

• Support the processing and tracking of customer-owned defective products.
• Coordinate with internal stakeholders to determine replacement, repair, credit, or other disposition actions.
• Ensure customer-owned items are accurately identified, segregated, documented, and tracked throughout the returns process.
• Escalate customer-owned inventory discrepancies or disposition delays to the appropriate stakeholders.

Training, Documentation, and Process Improvement

• Train and mentor new and existing team members on hardware returns procedures, system transactions, documentation requirements, safety practices, and vendor-specific processes.
• Create, maintain, and improve training materials, work instructions, checklists, and process documentation.
• Promote consistent execution of standardized processes across all facilities supported by the team.
• Identify recurring issues, process gaps, and opportunities to improve accuracy, cycle time, inventory control, and customer service.
• Assist with root-cause analysis and corrective or preventative actions related to returned hardware, vendor processing, inventory discrepancies, and shipping errors.
• Communicate process updates and reinforce company policies, procedures, and quality expectations.

Multi-Facility Campus Support

• Provide operational leadership and hands-on support for the Hardware Returns function across multiple facilities located on the same campus.
• Coordinate staffing, workload distribution, inventory movement, equipment, supplies, and process coverage between facilities.
• Travel or move between campus facilities as needed to support daily operations, training, audits, escalations, and peak workloads.
• Help maintain consistent standards, documentation, system practices, and safety expectations across all supported locations.
• Identify facility-specific challenges and partner with site leadership to resolve issues that affect returns processing or inventory accuracy.