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Lead Hardware Returns Specialist

AHEAD· Operations, Engineered Solutions
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Libertyville, IL$28/hr - $30/hron-sitePosted 4w ago

About the role

Lead the daily processing of defective, damaged, non-conforming, and customer-owned computer hardware for return to manufacturers and vendors. Provide day-to-day direction, coordination, training, and operational support for the hardware returns team across multiple campus facilities.

Responsibilities

  • Lead and coordinate 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 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.
  • Inspect defective or returned hardware to validate reported issues (damage, defects, non-conforming conditions).
  • Verify serial numbers, part numbers, configurations, and product condition against system records.
  • 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 verification issues and determine escalation paths.
  • Submit RMAs to vendors; review submissions for completeness and compliance; maintain records of RMAs, approvals, status changes, credits, replacements, and open actions.
  • Ensure required documentation (failure logs, forms, confirmations, labels, shipping records) is complete and filed.
  • Coordinate with Supply Chain, Procurement, vendors, and stakeholders to resolve missing information and discrepancies.
  • Escalate vendor delays, rejected RMAs, substitutions, credits, and other exceptions in a timely manner.
  • Disassemble defective products per instructions; move and track RTV inventory; maintain system records for returned items and movements.
  • Verify replacements/credits/substitutions match original items; process replacements back to stock when applicable.
  • Investigate inventory discrepancies and coordinate corrective actions with warehouse and inventory-control teams.
  • Prepare and package returned hardware per vendor requirements (including ESD protection); review shipments; generate shipping labels; coordinate outbound shipments with logistics partners.
  • Support processing and tracking of customer-owned defective products; determine disposition actions (replacement, repair, credit).
  • Train and mentor team members; create and update training materials and process documentation; promote standardized processes across facilities.
  • Provide operational leadership across multiple facilities, coordinate staffing and inventory movement, travel between campus facilities as needed, maintain consistent standards, and address facility-specific challenges.
  • Assist across warehouse operations as needed; promote positive employee relations; communicate with internal teams, vendors, carriers, and site leadership.
  • Perform other duties as assigned; maintain flexibility to assist in other areas.

Qualifications

  • High school diploma or equivalent required.
  • Three or more years of experience in warehouse operations, electronics repair, reverse logistics, hardware returns, or related field preferred.
  • Prior lead, coordinator, trainer, or informal team-lead experience preferred.
  • Experience working with computer hardware (servers, PCs, components) strongly preferred.
  • Familiarity with inventory systems, ERP, WMS, vendor portals, or RMAs preferred.

Skills

Required:Hardware returns knowledgeTeam leadershipQuality and process documentationCommunicationProblem-solving and root-cause analysis

Benefits

  • Medical, Dental, and Vision Insurance
  • 401(k)
  • Paid company holidays
  • Paid time off
  • Paid parental and caregiver leave
  • Plus more (see benefits page)
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About AHEAD

Digital Platforms Engineered for Modern Enterprises

AHEAD accelerates the impact of technology on clients by engineering customized data, developer, and infrastructure platforms that improve IT operations.

Platform SolutionsInfrastructure ModernizationLifecycle ManagementSeamless Integration
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