Goods Return Management Executive

Return Management & Administrative Executive

The Return Management & Administrative Executive is responsible for managing the end-to-end product return process, including Consignment and Good Return (GRR) activities, while providing administrative support to ensure smooth and efficient operations. The role works closely with internal departments and external business partners to ensure timely resolution of return cases, accurate inventory records, compliance with company policies, and a high level of customer satisfaction.

Key Responsibilities

• Manage the end-to-end return process for Consignment and Good Return (GRR), ensuring all activities comply with established policies, procedures, approval requirements, and service level agreements (SLAs).
• Receive, review, and validate return requests from customers and business partners, ensuring all required information and supporting documents are complete and accurate.
• Monitor and follow up on pending GRR cases to ensure timely resolution and closure within the agreed SLA.
• Determine the appropriate disposition of returned products, including refunds, replacements, exchanges, or other approved resolutions , in accordance with company policies.
• Coordinate with Customer Service, Quality Control, Finance, Sales, Logistics, Warehouse, and other relevant departments to facilitate smooth and timely return processing.
• Liaise with internal and external logistics partners to coordinate the collection, transportation, receipt, and processing of returned products.
• Oversee returned stock transactions and inventory movements, ensuring accurate system updates, documentation, and inventory records.
• Ensure all GRR transactions are properly recorded and supported by the necessary approvals and documentation.
• Communicate professionally and promptly with customers and business partners regarding return requests, case status, resolutions, and required follow-up actions through phone, email, chat, or other communication channels.
• Analyse return cases and identify recurring issues, trends, and root causes that may contribute to product or service returns.
• Work with relevant departments to implement preventive and corrective actions to reduce recurring return issues, improve customer experience, and minimise return-related costs.
• Continuously review and improve return management processes to enhance operational efficiency, turnaround time, cost effectiveness, and customer satisfaction.
• Maintain proper records and documentation of all return cases, transactions, approvals, and resolutions for reporting and audit purposes.
• Prepare regular reports and provide updates on return volume, pending cases, ageing, resolution status, recurring issues, and other relevant return management metrics .
• Ensure effective communication and coordination across departments to facilitate timely resolution of return-related issues.
• Perform other administrative and operational duties as assigned by the supervisor or management.