Quality Returns Supervisor

About Us:  

At Dunlop Sports Americas, our purpose is to empower people through the joy of sports.  

We believe sport can bring out the best in people. Uniting communities, inspiring grit, and creating moments of shared achievement. That’s why every product we design, every service we deliver, and every partnership we build is driven by this belief. Whether it’s a golfer finding confidence in their swing, a tennis player discovering new potential, or a teammate taking pride in their contribution, our work enables spectators, fans, and sports enthusiasts to connect with the game and with each other. Through innovation, quality, and care, we create experiences that uplift, motivate, and empower—so that everyone can find their own joy in sport.  

Our Vision:  

Our vision is to be at the heart of the game. Loved by fans, trusted by partners, and powered by passionate people.  

More than a brand, we’re people. And we show up each day because we’re motivated to be a meaningful presence in the world of sport wherever it’s played, watched, or practiced. Being at the heart of the game means leading with integrity—our products do what we say they do. It also means dedication to reliable service and collaboration with all our partners. Our goal is to shape the culture of sport with the energy, authenticity, and joy we bring to every part of what we do.   

Our Values: 

We live our values every day:  

• Service- Delivering solutions and care; creating impact.  
• Teamwork-communicate, respect, and succeed together.   
• Integrity & Accountability- Do what’s right, own the outcome.   
• Innovation & Challenge-always improving, always advancing, always up for the challenge.   
• Joy- Pride in the process, fulfillment in the results.

Quality Returns Supervisor

Position Summary:

We’re seeking a Returns Supervisor who brings out the best in their team while driving operational excellence, quality, and customer satisfaction. This role is responsible for leading the day-to-day operations of the Returns and Quality warehouse team and ensuring returned products are processed safely, accurately, efficiently, and in accordance with established quality and business requirements. The Returns Supervisor will oversee the flow and disposition of returned products, maintain inventory accuracy, monitor department performance, and partner cross-functionally to identify and address the root causes of returns. This position plays an important role in turning customer returns into actionable information for the business by identifying trends, communicating quality concerns, and implementing improvements that reduce waste, improve processes, and enhance the overall customer experience. The ideal candidate is a hands-on leader who develops people, establishes clear expectations, and creates a culture of accountability, teamwork, and continuous improvement.

Key Responsibilities:

Team Leadership & Department Development

• Lead and develop Returns and Quality team members through coaching and feedback.
• Schedule work and allocate resources to maintain productivity.
• Foster teamwork, accountability, continuous improvement, and customer focus.
• Communicate with leadership to ensure alignment.

Performance & Operational Excellence

• Own Returns and Quality Control Key Performance Indicators (KPIs) and ensure team members meet or exceed goals.
• Identify process inefficiencies and implement improvements that increase productivity, accuracy, quality, and customer satisfaction.
• Effectively manage multiple projects, priorities, and deadlines while maintaining operational efficiency.

Quality & Customer Experience

• Monitor return quality and accuracy to ensure products meet company requirements.
• Ensure returns are processed efficiently and accurately.
• Identify recurring return issues and trends and communicate relevant information to Quality.
• Use returns data and customer feedback to support corrective action and continuous improvement.

Inventory & Warehouse Operations

• Oversee the receipt, inspection, processing, movement, and disposition of returned products.
• Ensure products are properly transferred into and out of inventory and maintain accurate Returns inventory.
• Work with cross-functional teams to ensure products are routed appropriately.
• Apply Lean and 5S principles to improve organization and workflow.

Training & Process Management

• Train team members on processes, systems, quality, safety, and standard work.
• Maintain and update policies, procedures, work instructions, and training materials as needed.
• Ensure team members understand and follow established procedures.
• Identify training gaps and implement actions to improve team performance.

Hands-On Leadership

• This hands-on supervisory position requires regular time in the warehouse to receive, move, inspect, and process returned products.
• Support a safe, clean, organized work area and ensure daily operations follow company safety expectations.

Safety Compliance

• Adhere to all company safety policies, procedures, and guidelines.
• Ensure compliance with data security and confidential information.
• Always wear the required Personal Protective Equipment (PPE) specific to the work area and outlined in any work instructions.
• Expected to participate in meetings related to safety topics and attend safety training sessions related to this role, department, and the company.
• Report any safety concerns, incidents, or hazards immediately.
• Follow and enforce established safety protocols and guidelines to prevent accidents and ensure a safe working environment for all employees.
• Support Employee Safety Committee initiatives alongside the Safety and Sustainability Manager

Training Compliance

Training is essential to support employee development, ensuring compliance, and maintaining high standards of performance.

• Complete all required role-specific and company-wide training by assigned deadlines to remain compliant and job-ready.
• Ensure team members complete required role-specific and company-wide training on time, support time allocation for training, and follow up on any overdue training.

Qualifications

Education & Experience

• High School Diploma or equivalent is required.
• Bachelor’s degree in Operations Management, Supply Chain Management, Industrial Engineering, Business Administration, Quality Management, or a related field is preferred.
• Two or more years of previous supervisory or team-lead experience are required.
• Experience in warehouse, returns, inventory, logistics, manufacturing, or a related environment is preferred.
• Experience with ERP/WMS or inventory-management systems is preferred.

Skills

Leadership & People Management

• Demonstrated leadership skills with the ability to motivate, coach, develop, and hold team members accountable.
• Ability to communicate work priorities, provide employee support, and reinforce consistent process execution.
• Strong interpersonal and conflict-resolution skills.
• Ability to train and reinforce established Returns processes, work requirements, quality standards, and safety expectations.

Quality, Operations & Continuous Improvement

• Strong analytical and data-driven decision-making skills, with the ability to monitor KPIs and identify opportunities for improvement.
• Ability to monitor workflow, identify operational issues, and escalate concerns through established channels.
• Ability to identify process inefficiencies and support continuous improvement initiatives.
• Knowledge of Lean, 5S, root-cause analysis, and continuous improvement principles preferred.
• Ability to maintain accurate repair, serial number, inventory, and product traceability records.
• Ability to locate and verify inventory and manage work order records using SCALE.

Communication & Organizational Skills

• Strong verbal and written communication skills.
• Strong organizational, time-management, prioritization, and problem-solving skills.
• Ability to manage multiple priorities and adapt effectively in a fast-paced, dynamic work environment.
• Ability to read and write in English and accurately follow written and verbal instructions.

Technical & Computer Skills

• Proficient in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Ability to perform basic data entry and use JD Edwards EnterpriseOne (JDE) and SCALE warehouse management systems, as applicable to the position.
• Proficient mathematical skills, including the ability to accurately perform calculations using whole numbers, common fractions, and decimals.

Additional Qualifications

• Bilingual (Spanish/English) is a plus.