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eCommerce Returns Manager / Ridgefield Park, NJ / Business / AM745745

Ridgefield Park, NJ
This is an exciting role on the eCommerce Operations team to drive returns improvement. Candidates with returns, ecommerce, or business operations around consumer electronics in a high volume environment.

They will be remote during COVID but eventually can be on site in NJ or Bellevue or Plano. So need to be able to relocate to those areas quickly.

Top skills:
• 3-5 years relevant experience in fulfillment, returns or eCommerce business operations
• Experience in SAP to resolve exceptions and finalize postings to complete transactions
• Experience with managing data and diving deep into line level transactions to identify issues and quickly resolve
• Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application

Location: Ridgefield Park, NJ, Bellevue WA, or Plano, TX

The Ecommerce Returns Manager is responsible for tactical day to day operations and analyzing returns issues for ecommerce orders. You will run monitoring open returns daily, working with our internal teams, and our 3PL / fulfillment partners to quickly resolve open returns to process refunds on time and fix orders that are outside our service level. And most importantly identifying root casues of issues and working with our internal and external teams on driving solutions to prevent the same issues from happening in the future.
This will require day to day operational support to collaborate between Logistics, 3PL, Customer Service, and IT Teams. You will need to diagnose and understand the underlying operational issues and opportunities in the business and work on initiatives to address them. This is a hands on position where the candidate should be comfortable working in SAP to analyze IDoc errors and resolving them quickly. The candidate will also be responsible for coordinating returned inventory to analyze opportunity for refurbishment or other recovery value or scrapping product not economically viable to be resold.

Responsibilities:
• Run day to day business operations of eCommerce returns by reviewing open exceptions, backlogged refunds, and collaborating with teams to get returns processed
• Evaluate 3PL and Shipping partners performance and surface exceptions and issues to the correct parties for resolution
• Work with our 3PL partners and technical teams on improving returns communication, processing time, and exceptions to pro-actively prevent return processing delay issues
• Partner with customer service team to understand consumer pain points and work on initiatives to improve customer experience
• Monitor and take action on exception reporting and understand measurements of KPI’s for 3PL processing and SLA’s, returns shipping time and exceptions, and refund processing to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPI’s

Requirements:
• Bachelor’s degree required
• 3-5 years relevant experience in fulfillment, returns or eCommerce business operations
• Experience in SAP to resolve exceptions and finalize postings to complete transactions
• Experience with managing data and diving deep into line level transactions to identify issues and quickly resolve
• Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application

BTI Recruiting Team
recruiting@btisolutions.com
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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