About The Team
The Associate - Rework & Return is a specialist role responsible for the systematic recovery and reprocessing of undeliverable or returned parcels. This role requires navigating complex Return Codes to determine the correct Next Action while adhering to strict timelines set by the CX (Customer Experience) department to maintain buyer satisfaction.
Job Description
Complex Return Code Management:
- Interpret and execute actions based on a multi-layered matrix of Return Codes (e.g., Damaged, Refused,
Address Insufficient, RTS-Expired).
- Accurately update the WMS/Handheld status to ensure real-time visibility for the Regional and Customer Experience (CX) teams.
Case Resolution & CX Liaison
- Monitor and respond to high-priority tickets from the CX Department.
- Investigate Missing or Stuck return cases by performing physical audits and system reconciliations.
Rework & Quality Control
- Evaluate the physical condition of returned items to decide if they require re-packaging (Rework) or
should be flagged for Liquidation/Disposal.
- Ensure all Reworked items meet SPX packaging standards before re-entering the outbound flow.
FIFO & Timeline Compliance
- Manage the Return-to-Sender (RTS) aging. Ensure that parcels are processed according to the FIFO
principle to prevent warehouse congestion.
- Meet daily Clearance Outbound Time (COT) targets for return shipments.
Requirements
- Experience: Bachelor's Degree or higher with 13 years in Logistics, Supply Chain, or Cross-Border E-commerce operations.
- Language: Moderate English (both written and verbal)
- Data Skills: Expert level in MS Excel or Google Sheet (VLOOKUP, Pivot Tables, Complex Formulas). Experience with SQL or data visualization tools (Power BI/Tableau) is a significant plus.
- Analytical Thinking: Strong ability to reconcile large datasets and identify anomalies quickly.
- Technical Aptitude: Ability to memorize and apply complex logic gates (If Return Code = A, then Action = B).
- System Proficiency: comfort level with WMS (Warehouse Management Systems), PDA scanners, and Microsoft Excel for tracking.
- Problem-Solving: Strong investigative mindsetable to trace a parcel's history through system logs to find why a Return Code was triggered.
- Speed & Pressure: Able to work within tight SLA windows (e.g., responding to CX tickets).
- Integrity: High level of honesty in handling high-value returns and damaged goods together with liquidated damages.
