We build. We create impact.
As the Reverse Logistics Specialist, you will lead the operations of our newly established RMA (Return Merchandise Authorization) Center. This role is critical in shaping and optimizing our reverse logistics strategy, ensuring efficient processing of returns, and identifying returned products that can be refurbished or repaired while maintaining high customer satisfaction. The ideal candidate will bring a strong background in services management, logistics, process improvement, and cross-functional collaboration to build and scale a best-in-class RMA operation. This is a unique opportunity to make a significant impact in a growing organization focused on operational excellence and customer experience.
- Develop and implement end-to-end reverse logistics processes for the RMA Center, including returns, repairs, replacements, and refurbishments.
- Lead daily operations of the RMA Center, ensuring timely and accurate processing of returned products.
- Collaborate with supply chain, customer service, quality, and IT teams to streamline workflows and improve return cycle times.
- Collaborate with Sales and Customer Succes to design service offerings and implement them
- Establish and monitor KPIs to track performance, identify trends, and drive continuous improvement initiatives.
- Manage inventory of returned goods, including disposition decisions (repair, refurbish, recycle, or scrap).
- Identify and implement services that can be driven through the RMA Center.
- Ensure compliance with company policies, industry regulations, and environmental standards related to reverse logistics.
- Oversee vendor relationships for third-party repair, recycling, or logistics services.
- Develop training programs and standard operating procedures (SOPs) for RMA Center staff.
- Utilize data analytics and reporting tools to provide insights and support strategic decision-making.
- Support the integration of new technologies and systems to enhance RMA operations and customer experience.