Returns & Inventory Administration Coordinator

Who is Lo & Co Interiors

Lo & Co Interiors is a luxury architectural hardware brand, with a strong e-commerce, retail and trade customer base throughout Australia, New Zealand and the United States. We are a fun young and creative business. Experiencing continued significant growth throughout all markets and sales channels.

About the role

Due to our continued growth we have a new role available for a Returns & Inventory Administration Coordinator. This role will own the returns process at Lo & Co Interiors from the point a return is confirmed by our Sales Teams through to stock reconciliation and financial credit resolution.

This role sits at the intersection of Sales, Operations and Finance, and is responsible for making sure every return is authorised correctly, actioned through the right process for that sales channel and warehouse, and reflected accurately in stock and in the accounts.

Responsible for the creation of Return Merchandise Authorisations (RMA) to customers, credit note creation, order cancellations, and stock adjustments to ensure accurate inventory records in all warehouse locations.

Based at our Norwood head office, this role works closely with the dedicated Returns Officer at our Kilkenny Warehouse, our United States 3PL warehouse, the Sales team and our Operations team. While reporting to our Finance Manager.

This is a role for someone who able comfortable with large volume of process detail , a keen eye for detail, a general understanding of inventory management and accounts receivable principles.

Key responsibilities

• Receive confirmed return cases handed over from the Sales team once the customer has been contacted.
• Assess each return against company policy, sales channel (direct to retail, wholesale and B2B, or reseller), product condition, and contractual terms.
• Issue the Return Merchandise Authorisation (RMA) and determine the correct returns pathway for that channel and warehouse.
• Communicate the outcome and next steps back to Sales, and directly to the customer where required, including firm but courteous responses to disputed or out of policy requests.
• Escalate high value, unusual, or contentious cases to Sales, Operations, or Finance as appropriate.
• Direct the Kilkenny based Returns Processor, or the relevant 3PL contact, on receiving, condition grading, and stock movements for each return.
• Maintain accurate, channel and warehouse specific returns workflows, given the number of sales channels and the split between the Kilkenny warehouse and 3PL fulfilment.
• Ensure all stock movements are recorded correctly in Cin7 regardless of which warehouse or 3PL physically handled the item.
• Confirm returned stock has been received and graded before any credit note is finalised, flagging discrepancies to the relevant warehouse contact and to Operations.
• Process credit notes and refunds across Shopify, Cin7, ReturnsGo, and Xero as applicable, ensuring refunds are issued to the correct original payment method and in line with platform and contractual constraints.

About you

• Experience in a returns, inventory, customer service, or accounts receivable role, 2 or more years preferred.
• Experience managing processes across multiple sales channels and/or warehouse or 3PL arrangements is highly regarded.
• Working knowledge of inventory and returns systems, ideally Cin7 and ReturnsGo.
• Familiarity with ecommerce and accounting platforms, Shopify and Xero experience an advantage.
• Understanding of basic accounting and reconciliation principles, comfortable working with credit notes, deposits, and payment methods.
• High attention to detail, able to keep multiple concurrent process variations straight without losing accuracy.
• Clear, confident communicator who can hold a firm line with customers when required while remaining professional.
• Ability to work across systems, channels, and departments, translating between operational and financial language.
• Methodical and detail oriented, comfortable holding several process variations in mind at once.
• Calm under pressure, particularly in difficult customer conversations.