APICS (Association for Operations Management), Accounting, Analysis Skills, Automation, Best Practices, Certified Supply Chain Professional (CSCP), Certified in Production and Inventory Management (CPIM), Coaching, Communication Skills, Continuous Improvement, Cross-Functional, Customer Satisfaction, Customer Support/Service, Data Analysis, Distribution Operations, Electronics, External Audit, Failure Analysis, Industrial Engineering, Internal Audit, Lean Six Sigma, Logistics, Operational Audit, Operational Improvement, Operations Management, Performance Metrics, Physical Inventory, Power BI, Problem Solving Skills, Process Analysis, Process Improvement, Product Safety, Project/Program Coordination, Quality Engineering, Regulatory Requirements, Returns Processing, Root Cause Analysis, Supply Chain, Sustainability, Tableau, Test Automation, Traceability, Warehousing
Lead and support process improvement initiatives focused on optimizing returns flow, reducing cycle times, minimizing errors, and maximizing asset recovery and value retention.
Collaborate with Supply Chain, Customer Service, Warehouse, IT, and Quality teams to coordinate returns processing, resolve exceptions, and ensure alignment with business and customer requirements.
Monitor and report on KPIs such as returns cycle time, disposition accuracy, recovery rate, cost per return, and customer satisfaction.
Serve as the primary point of contact for return-related issues, facilitating resolution of exceptions, damages, and non-conformances.
Partner with Quality and Engineering to perform root-cause analysis on high-incidence failure modes; escalate systemic issues to design or supplier-quality teams.
Define and maintain SOPs for returns receipt, inspection, grading, refurbishment, and disposition in SAP and the WMS.
Train and coach warehouse and operations staff on best practices for returns handling, inspection, and disposition.
Participate in cross-functional projects related to reverse logistics optimization, sustainability initiatives, and supply chain transformation.
Support annual physical inventory and internal or external audits by maintaining complete traceability of returned serial numbers and parts.
Requirements:
- Bachelors degree in Supply Chain, Industrial Engineering, Operations Management, or related discipline or equivalent practical experience.
- 3+ years of experience in reverse logistics, repair operations, or distribution within electronics, high tech, or similarly complex products.
- Demonstrated experience in process analysis, operational improvement, and project coordination.
- Working knowledge of warranty processes, basic accounting for returns, and regulatory requirements for electronic waste, batteries, and product safety.
- Proficiency in data analytics tools (Excel, Power BI, Tableau) and WMS.
- Strong communication, problem-solving, and stakeholder management skills.
- Working knowledge of Lean, Six Sigma, or other continuous improvement methodologies.
- Certifications in Lean, Six Sigma, or APICS (CPIM/CSCP).
- Experience with automated test or diagnostic equipment, failure analysis, or component-level repair.
- Exposure to automation in reverse logistics.