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global returns analyst
Ref No.: 18-11748
Location: Menlo Park, California
Job Title: Returns Analyst
Location: Menlo Park, CA
Duration: 12+ Month Contract (Potential to extend)

Job description:
  • Manage the successful resolution of day-to-day Return Material Authorizations (RMA) orders for Global Retail and Enterprise Partners
  • Resolve discrepancies and oversee resolution to escalations by interfacing with international customers, return centers, IT, accounting, credit and collections & sales teams
  • Conduct impactful analyses on returns trends
  • Monitor failures for systemic and recurring issues
  • Prepare analytics and reports on a regular basis
  • Establish and manage KPI's to drive improvements
  • Produce and manage work instructions and training documents
  • Develop standard processes and tools/dashboards
  • Create and document process improvements to support business policies and SLA's
  • Provide training as required
  • Mass retail return & warranty administrative experience for a consumer hardware company
  • Strong problem solving and analytical skills
  • Demonstrated history of organizing large amounts of data into actionable information
  • Proficient with MS Excel and presentation tools
  • Prior use of ERP systems, such as SAP or Oracle
  • Experience in using Retail/Partner portals (e.g. Vendor Central, Extending the Reach)

  • Candidate with be working with retail customers closely.
  • Duties include: Managing all returns for the entire team, reconciling inventory discrepancies, creating and maintaining reports.
  • Candidate should have strong written and communication skills well via email. Will be working with partners in US, UK and Asia (high email volume).A strong candidate may come from the Electronics field (but this is not necessary)
  • Candidate may help create and implement policies and procedures (SOPs) - but not a huge part of the role
  • Should be able to complete basic excel work.
  • Candidate should enjoy challenges and trouble shooting. Helping to solve issues and create processes to help avoid them in the future.
  • Candidate should take pride in their work, be proactive and a problem solver.
  • A junior role is perfect 1-3 years' experience. Bachelors is not a must have as long as there is sufficient knowledge (experience) within the field.