Returns Operator

  • Location
    Palo Alto, California
  • Job type
  • Salary

Job Title: Returns Operator

Estimated Length: 1 year

Pay: $17/hr.

Location: Palo Alto, CA




The “World’s Largest Search Engine” is a face past environment in an ever-changing operation. The Returns Operator is responsible for processing all items within our SLA (Service Level Agreement) and will report directly to the Returns Lead. Day to day activity includes but not limited to; Receiving items, staging items, processing items, updating work orders, preparing return routes, sorting receipts, scanning receipts and refunding customers per SOP (Standard Operating Procedures).


● Previous experience in returns, warehouse operations or comparable work experience preferred

● Ability to escalate issues quickly and efficiently to the Returns Lead and/or Manager

● Ability to process returns and receipts within the standard provided

● This individual is a creative thinker and is motivated to improve team morale

● This individual is detailed and organized on all accounts of their work

● This individual provides our customers with an easy and efficient returns experience

● Schedules are based on current staffing needs and are subject to quarterly rotations and updates. Desired schedule is not guaranteed. Overtime needs to be approved prior to working the overtime by the Returns Manager only. Current shifts:

○ Return Route Drivers Monday-­ Friday 7am - ­3:30pm

○ Return Warehouse Processors Monday ­- Friday 10am­ - 6:30pm

Day to Day:


● Items need to be “received” in returns depot within 12 Hours

● Items need to be “Staged” per priority in returns depot immediately following receiving

● Items need to be “Processed” per priority immediately following the staging process

● Items need to be logged in the “Work Order” prior to being staged on the returns route

● Customers are to be refunded immediately after receiving the return receipts


● All items missing identification (receipt, label, etc.) need to be solved within SLA time - all solve racks to be empty by the end of the night.

Cases & Consults

● Entering of Cases for the Customer Support Team, Returns/Scan Ops Team, should be completed on an item/parcel level basis and monitored hourly for updates. All cases must be responded to within a 1-hour SLA. Responses to Customer Service must be executed in a thoughtful and professional manner.


● Attention should be paid to spelling, accurate information, completeness and thoroughness. This is an individual's own responsibility task as auditing will be enabled daily for all items within the returns process.


● Filling out appropriate Forms and Trackers, refer to the SOP for links and instructions. Abiding by and referring to SOPs when questions of procedure and direction arise. Escalating any issues to the Returns Lead and/or Returns Manager.

Manager Assigned Duties

● Extra duties and responsibilities may be assigned to individual employees and are subject to the scope and purview of that assigned task. These are assigned at the discretion and decision of supervisors & managers. This includes assisting other team members on a basis determined by the Lead or Warehouse Manager.


● Assets must be locked at all times when not in use and cannot leave the returns area without prior approval - personal use is not permitted on work assets.

● All food items must be left outside the returns depot - water is the only liquid approved


Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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Reference number US_EN_99_022211_11938719