ABOUT COZEY

At Cozey, we’re not just selling furniture; we’re striving to enhance the living spaces of our customers across Canada & the United States. Our vision is straightforward - to become the world’s leading furniture company. We value data, learning, and adaptability, ensuring that our operations are as dynamic as the market we operate in. We believe in providing a platform where ideas are heard, respected, and implemented, and where every team member is a key player in our journey.

• Lead and mentor the returns team (4–6 FTE) by setting schedules, balancing workloads, and fostering a culture of accountability, safety, and continuous improvement.
• Oversee all returns processing — from inspections to restocking and product disposition (BIS, refurbish, donate, dispose) — ensuring accuracy, efficiency, and up-to-date quality standards.
• Monitor and improve performance through coaching, feedback, and audits, escalating recurring quality issues to Product and QC with data-driven insights.
• Serve as the subject matter expert (SME) for returns operations, creating documentation, standardizing best practices, and training other Fulfillment Centers.
• Collaborate cross-functionally with Logistics, Customer Happiness, and Product Design to reduce return rates, address packaging/product issues, and improve customer satisfaction.
• Drive process innovation by refining SOPs, implementing lean practices, and streamlining workflows to minimize costs and bottlenecks.