Lead Hardware Returns Specialist

AHEAD · 1200 Technology Way, Libertyville, Illinois

  • Senior
  • Full-time
  • $28 – $30 per hour
  • Posted 2026-09-16
  • Confirmed live on 25 September 2026

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Job description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
 
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 
 
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 
 
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

Essential Functions and Duties
Team Leadership and Daily Operations

• 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 dispositi

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