The Warranty and Returns Manager leads the operations, and continuous improvement of Sonny’s warranty and returns processes. This position ensures end-to-end process integrity, cross-functional coordination with Supply Chain, Customer Service, and Quality, and a best-in-class customer experience. The manager is responsible for driving performance metrics, policy compliance, team development, and root cause resolution to reduce repeat

• Lead day-to-day operations of the Returns and Warranty function to ensure timely processing of RMAs, credits, and warranty claims.
• Review and analyze returns data to identify trends, root causes, and opportunities for continuous improvement.
• Collaborate with Warehouse Operations on the control of the material flow, processing stations, handling, inspecting, and scrapping.
• Ensures the returns and warranty process follows appropriate procedures and maintains documents as necessary.
• Process SAP transactions to maintain an accurate Returns Center operation.
• Develops, maintains, and communicates KPI’s and performance scorecards reflecting the return center’s volume, efficiency, and performance.
• Uses independent judgment when dealing with customers. Has autonomy to adjust credits as needed to protect the company’s interest and satisfy customers.
• Communicate appropriately in situations of defective, discontinued, or recalled goods and destroys returned goods as appropriate.
• Process returns for credit & obtain RGA number from vendor when needed.
• Complete warranty evaluation process & Complete defective product claims.
• Accountable for overall credits approved by department, and that they remain within department goals.
• Maintain RMA completion efficiency rate of 30 days from issue for normal situations, follow up with vendors within 30 days & notify customers of restocking fee from vendors if apply.
• Cross train in all aspects of Customer Service department.
• Hire, Training and Development Returns/Warranty department to deliver a superior customer experience.
• Manages teams schedules and returns submissions for timely returns processing.
• Develop team goals aligned with department KPIs and ensure accountability for results.
• Foster a culture of customer focus, ownership, and continuous learning.
• Other duties as assigned.

Education & Experience:
• High School Diploma or Equivalent Required.
• A Proficient in MS Word, Excel, MS Outlook, and Chrome.
• Associate degree or Higher Preferred.
• 5+ years of experience in returns, warranty, customer service, or related operations.
• 2+ years of supervisory or management experience in a manufacturing or distribution environment.
• Strong understanding of ERP systems (SAP preferred).

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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