Operations Supervisor, Returns

Company Overview

Riverstone Logistics (RLX) is a big and bulky supply chain powerhouse delivering seamless final mile, middle mile, warehousing, fulfillment, and storage solutions through a nationally integrated platform.

Founded in 2017 by five partners who believed logistics could be built around something bigger than moving freight, we began with furniture delivery and grew into a nationwide provider serving complex supply chains across the United States.

We are a purpose-driven company. We exist to use our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry. That purpose shapes how we lead our teams, how we partner with our customers, and how we take ownership of every delivery.

Our people, who we call Extra Milers, bring genuine integrity and care to every mile. If you lead well, communicate with clarity, and want your work to mean something, we want to meet you. If you're looking for a place where people genuinely matter, you've found it.

Role Overview

Mission: The Operations Supervisor, Returns exists to make the reverse side of the operation work — making sure undelivered product comes back, gets accounted for, gets restaged or returned, and gets reported accurately.

The Operations Supervisor, Returns owns the returns rhythm of a profit center: returns intake at end-of-day, check-in of reschedules brought back from routes, documentation and system entry, restaging where applicable, and process improvement to reduce return rates over time. This role works both the warehouse floor and the office, partners with onboarding teams as new independent carriers are added to the network, and serves as the on-site point of contact when the client needs answers on returned or damaged product.

Core Objective: To deliver consistent, accurate reverse logistics by running returns intake, documentation, and reporting with discipline, empowering Riverstone to be the first fully integrated, coast-to-coast, big & bulky logistics company in North America.

Who You Are (“The Ideal Candidate”)

• You like the part of the operation other people overlook. You know that a clean returns process protects inventory accuracy, client trust, and margin.

• You are methodical. You document the unit, the reason, and the disposition, and you do not skip the step that matters later.

• You can work the floor when the returns come in heavy and run the report when the floor clears.

• You communicate clearly with clients, Extra Milers, and independent carrier partners, and you stay calm when the volume spikes.

• You see a return rate and ask why — not to assign blame, but to find the fix.

Key Characteristics We Are Looking For

• Accuracy-Minded: You treat every return as a data point. The documentation is right, the system entry is right, and the disposition is right.

• Reverse Logistics Owner: You know that returns is its own discipline — staging, dispositioning, restocking, claims — and you run it like one.

• Process Improver: You look at return rates and root causes and partner with outbound to fix what is driving them. (Canoe the Mountains.)

• Clear Communicator: You give clients, Extra Milers, and independent carrier partners the information they need in plain language.

• Decisive Under Pressure: When a return comes back damaged, misrouted, or undocumented, you make the call, document it, and move on. (Pencils Have Erasers.)

Essential Duties and Key Responsibilities

Returns Operations

• Lead daily returns operations — end-of-day intake, check-in of reschedules, dispositioning, and restaging — in line with client quality and production standards.

• Lead the check-in process for reschedules and undelivered product brought back from routes.

• Process and monitor returns through the client portal at participating locations.

• Ensure proper documentation and system entry for every returns transaction to support inventory accuracy and client reporting.

Compliance & Reporting

• Support audits and ensure returns processes align with RLX and client-specific requirements.

• Maintain timely, accurate reporting of returns and carrier compliance against client standards and the agreed-upon communication mechanism.

• Identify and escalate product or process discrepancies, including damaged, misrouted, or undocumented returns, to location management for resolution per RLX SOPs.

Process Improvement

• Lead and support process improvement initiatives to streamline reverse logistics operations and reduce return rates.

• Partner with outbound and warehouse leadership to identify root causes of returns and fix them at the source.

Customer & Client Service

• Serve as the primary on-site point of contact for client escalations on returned or damaged product; provide a clear answer and a clear next step.

• Maintain professional working relationships with location management, peers, client representatives, and independent carrier partners.

Team Leadership

• Provide day-to-day direction to Warehouse Associates and other Extra Milers supporting returns activity.

• Coach in the moment; give clear, direct feedback and hold the team to RLX and client standards.

• Move inventory safely using material handling equipment as needed.

• Partner with the General Manager on staffing, performance, and Extra Miler development.

• Perform other duties as assigned (may vary based on client requirements).

Required Qualifications (Education, Knowledge, Skills, and Abilities)

Education & Experience

• High School Diploma or GED required.

• Experience supervising frontline Extra Milers or equivalent operational team leadership in a warehouse, distribution, or final mile environment preferred.

• Reverse logistics, returns, or 3PL warehouse operations experience strongly preferred.

Skills & Abilities

• Strong people leadership and operations supervision skills — comfortable directing daily work, giving feedback, and holding a standard.

• Working proficiency in Microsoft Office (Excel, Outlook, Teams) and the ability to learn client-specific returns, inventory, and reporting platforms quickly.

• Clear verbal and written communication; able to communicate effectively with Extra Milers, clients, and independent carrier partners.

• Strong customer service skills, including conflict resolution.

• Comfort with material handling equipment for routine inventory movement (safety-certified per RLX/site requirements).

• Ability to adapt to changes in a fast-paced operations environment.

• Willingness to work extended hours as the operation requires, and to travel occasionally as business needs dictate.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Extra Miler is regularly required to remain stationary for extended periods, work in a standing position, and to communicate effectively with coworkers and outside stakeholders in person, on the telephone, and via email and other computer-related messaging. The Extra Miler routinely moves about the warehouse floor and office areas, and occasionally moves or manipulates objects, including operating material handling equipment as needed. There may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.

Note

This job description in no way states or implies that these are the only duties to be performed by the Extra Miler(s) incumbent in this position. Extra Milers will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.