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Operations Manager 4 (Fulfillment Manager (Returns), eCommerce)

Job ID: 25-08408
Pay rate range - $40/hr. to $42/hr. on W2
Schedule: Hybrid, Office Mon-Thur; Remote Friday

Top skills: Analysis, problem-solving, process improvement

KEY RESPONSIBILITIES/REQUIREMENTS:

This role is responsible for tactical day-to-day operations for eCommerce fulfillment returns, such as running and monitoring open orders reporting daily, working with our internal teams, and our fulfillment providers to reduce returns volume and process open returns timely.
This position will be responsible for developing key reporting and IT requirements, as well as, documenting SOPs and process flows to support fulfillment provider onboarding and returns process improvement initiatives.
Managing and using data to identify and get ahead of return trends or aged return orders is a key function of the role.
You will provide day-to-day operational fulfillment returns support across mobile, home appliance, and TV categories, collaborating between Operations, Customer Service, and IT teams. Successful candidates will have the ability to proactively solve both short-term and long-term issues effectively.

Role and Responsibilities:
• Review and create documents and materials to monitor work processes in order to assess completeness, accuracy, and conformation to standards and specifications.
• Work with Customer Service, IT, Finance, Operations, Category Teams, and Ecommerce teams to surface operational issues and support strategic return reduction initiatives
• Monitor and take action on exception reporting and understand measurements of KPI’s for return rates, return reasons, and defect exceptions.
• Support Inventory Control and Quality Assurance programs to improve inventory accuracy and work with Logistics on filing claims against 3PLs and shipping partners.

Skills:
• Strong analytical and problem-solving skills.
• Excellent communication skills (verbal and written), attention to detail, problem-solving, and interpersonal skills.
• Ability to navigate the client organization to gather information, elicit feedback, and engage other teams for collaboration.
• Ability to work under pressure and with deadlines. In addition, one must be able to manage multiple projects and often competing priorities.

Qualifications:
• Bachelor’s degree required
• 2-5 years of relevant experience in fulfillment, supply chain, or eCommerce business operations. Experience in returns or reverse logistics is a strong advantage.
• Experience using Microsoft PC software, including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application
 
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