Customer Returns Manager

Office Manager

Ref: 46Tuesday 27 August 2019

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Customer Returns Manager

We are recruiting for a Customer Returns Manager in the Slough Area.  My Client is a global leader 

As a Customer Returns Manager, you will need to have:

  • To have confidence of character to represent the UK Returns and its results to internal senior colleagues
  • To be self-motivated and highly organised with high attention to detail, with a high capacity to handle change and uncertainty
  • To have good self-management and time management skills
  • Unusual working hours sometimes required when business volumes are high
  • To have the ability to think issues through, anticipate problems and take action to prevent them or minimise their impact
  • Experience in Customer communication at a high level and corrective action processes
  • Competent IT literacy including intermediate+ skills with Excel, Word & Outlook
  • A willingness for self-motivated learning
  • Ability and confidence to work at a management level
  • Able to occasionally work in other locations and attend off site meetings as required with customers and other teams

Details:

  • Salary:  upto £40,000
  • Working Hours: Monday – Thursday 8.00 – 4.45 -Friday 8am – 1pm
  • Location:  Slough
  • Duration: 12 Month Fixed Term Contract

Role of a Customer Returns Manager:

  • Work closely with the Budapest Returns team to ensure Processing KPIs are met
  • Develop and implement robust policies and procedures through collaboration with all functions and impacted sites
  • Identify opportunities to reduce backlog and improve process efficiency
  • Affect a culture change with our Customers by influencing through others, customer visits and daily communication.
  • Promoting and obtaining adherence to the Debits and Returns policy both internally and externally
  • Implemented process for Customer Debit rejection and challenge customers where claims are invalid
  • Work cross functionally with key Stakeholders, Process leaders and their teams to conduct Root cause analysis
  • Identify improvement opportunities and document, implement and cement new ways of working
  • Work closely with FSS team to ensure Debits are appropriately actioned in a timely manner and KPIs are met. Ensure Ledger is managed appropriately
  • Review and update of Master Data in SAP
  • Deliver Training sessions to all Customer facing colleagues
  • Customer visits to target priority branches. Voice of the Customer and explain the policy/new ways of working to obtain buy in
  • Provide Quality Department with key management information regarding products issues

Benefits of working with us as a Customer Returns Manager

  • 25 days annual leave plus bank holidays
  • Pension which is 3% employee and 6% from my client
  • Flexible Benefits package, where employees choose themselves which benefits, they would prefer i.e private medical insurance, dental cover, sell/buy 5 additional days etc.
  • Parking is free around 5 minutes’ walk to our Slough Office

If you are interested in the above role, please click apply

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