Position Summary
The eCommerce Returns Operations Specialist is a critical function in the eCommerce team to ensure SLA's are hit by vendors, returns are processed systemically as expected, and customers are taken care of without delay for refunds and replacement products. The role will also be critical to drive analysis and feedback on return reasons trends and share with teams to action that can help return rate improvements and goals.
Role and Responsibilities
Responsibilities:

• Monitor returns across all LOB's and ensure fast disposition of product within SLA
• Document all exception cases and ensure that SOP's exist to resolve the issue case for the customer and SEA
• Monitor the systemic processing of returns orders and ensure that any gaps are escalated to engineering teams for resolution
• Redevelop the end to end customer return process and develop projects to streamline the return process for the customer and warehouse and operations team to minimize exceptions
• Evaluate logistics and shipping partner's performance and work with internal teams to create improvement plans to address any identified gaps
• This position will interact with our Logistics Team, Supply Chain Team, Process Innovation, eCommerce Customer Service, and eCommerce Engineering
• Externally will work with delivery partners, warehouse 3PLs, installation providers and other transportation providers to drive initiatives that improve results.

Skills & Experience:

• College Degree preferred, not required with 4 years of relevant experience
• Operational experience driving eCommerce operations for returns management, analysis of data, transportation company processes, warehouse processes, and customer service processes. Experience working across all of these functions
• Strong data analytics skills to handle large sets of data, distill down results, find
• exceptions, and come up with solutions
• Systems mindset with ability to document and improve system and operational
• Processes
• Strong communication skills to drive meetings with vendors, warehouse, and internal teams
• Communicate results and status weekly

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Skills and Qualifications
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