Reverse Logistics Team Leader

We're on the hunt for a Reverse Logistics Team Leader who is switched on, solutions-focused, and ready to lead from the front. You aren't just a manager; you're an operational maestro who balances the flow of physical stock with the precision of digital data.

You are a self-starter who takes full ownership, driving tasks through to completion without needing a nudge. As a hands on leader, you thrive on the floor with your sleeves rolled up, coaching and solving puzzles alongside your team rather than from a distance. You stay close to the work to lead by example, ensuring that "OneDayOnly quality" is maintained at every step of the return journey.

• Operational Coordination & Workload: Oversee daily task allocation and manage the ebb and flow of return volumes. You are organised and deadline-driven, knowing exactly how to prioritise and multi-task to keep the pipeline moving without reminders.
• Hands on Leadership: Lead, coach, and motivate your team to deliver excellence. You'll be present on the floor, assisting with tricky physical assessments and providing live coaching to help agents grow.
• Solutions Focused Troubleshooting: You see problems as puzzles, not roadblocks. Whether it's a "mystery parcel" or a complex courier claim, you identify gaps, take initiative, and bring the team along with you to find a fix.
• Cross Functional Collaboration: You are a collaborator at heart, working seamlessly across departments to troubleshoot workflows and improve the customer experience.
• Tech & Data Management: Being tech savvy, you'll navigate Zendesk, Google Workspace, and Asana with ease, ensuring all documentation is accurate and performance trends are spotted early.
• Communication Excellence: You are a clear, calm, and capable communicator, whether you're de escalating a frustrated customer or delivering a performance feedback session to an agent.
• Performance Ownership: Monitor SLAs and KPIs with a professional and positive attitude, passionate about delivering top notch service - every time.

• Matric (Grade 12): A tertiary qualification is a plus.
• Experience: Minimum 3 - 4 years in customer service or logistics, with at least 2 years in a team leader or supervisory role, preferably in an eCommerce or warehouse environment.
• Systems: Proficient in customer service platforms (Zendesk/Freshdesk), Google Workspace, and quick to learn new software.
• Legal Knowledge: Sound working knowledge of the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) as they relate to retail returns and refunds.
• Attributes: High attention to detail, highly adaptable, and a team player who takes initiative.

• Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
• Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
• Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
• Customer Obsessed: We actively listen, care deeply, and go the extra mile to resolve issues and create great experiences.
• Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.