Role Profile:

Working as part of a busy returns team processing both customer and vendor returns.

Key Responsibilities:

• Acting as a point of contact for the returns team, serving internal and external stakeholders in relation to all reverse logistics-related matters
• Inspecting returned products to assess their condition and verify that they meet the company and vendor return policy guidelines, regulations and contractual agreements. Determining if the item can be resold, repaired, or if it qualifies for a refund or replacement
• Updating inventory records to account for returned items and their current status (e.g., restockable, damaged, or defective)
• Processing customer credits or exchanges promptly and accurately in accordance with the company’s policies and vendors’ terms and conditions
• Reporting to Returns Team Leader about recurring issues and assist in resolving them
• Coordinating with operations personnel to ensure returned items are received, processed, and restocked efficiently
• Participating in the review and improvement of the company’s return policies and procedures
• Resolving any issues or discrepancies related to customer returns in a timely and customer- centric manner
• Ensuring compliance with applicable regulations and laws governing customer returns, such as product recalls or hazardous material handling
• Continuously seeking ways and opportunities to streamline customer and vendor returns processes, reduce return rates, and minimize costs associated with returns
• Communicating with vendors to obtain authorisation for returning products based on established return policies and agreements
• Ensuring compliance with vendor return policies and any relevant regulations or contractual agreements
• Cultivate positive relationships with vendors to facilitate smooth returns and prompt resolutions
• Liaising with vendors to coordinate return logistics, obtain return labels, and ensure a smooth return process and credits
• Maintaining accurate records of returned items, including reasons for return, quantities, and return authorization numbers
• Ongoing administration and support covering annual leave within the operations team and its functions
• Any other ad hoc duties as required

Knowledge, Skills and Experience:

• Computer literate, and proficient using MS Office particularly Outlook, Excel and Word
• Previous experience in returns processing would be a distinct advantage
• Experience using SAP package would be a distinct advantage
• Previous experience working in warehouse operations would be a distinct advantage
• Meticulous attention to detail, with ability to multitask and problem solve
• Good interpersonal skills and ability to communicate effectively
• Ability to work on own initiative without supervision, as well as part of a team and diversify across other functions and activities as necessary
• Flexible approach to work and willingness to work outside normal hours
• Excellent timekeeping and attendance are essential
• Ability to work well under pressure