Reverse Logistics Returns Operations Manager

Summary

The Returns Operations Manager is responsible for overseeing and optimizing the return processes for LG Electronics' Online Brand Shop (OBS), B2B (Builder Appliance - Project/Showroom Sales), and major retailer returns. This role entails comprehensive end-to-end management of returns, including data analysis, identification of return causes, development of Standard Operating Procedures (SOPs), and implementation of cost-reduction initiatives. The position requires close collaboration with internal stakeholders, customers, and third-party logistics providers (3PLs) to drive process efficiencies, reduce return rates, and enhance overall customer satisfaction.

Responsibilities

• Return Process Management




• Oversee end-to-end return operations for OBS, B2B, and other channels, ensuring seamless and compliant handling of returns.
• Develop and enforce SOPs tailored to OBS and B2B returns, ensuring alignment with best practices and corporate standards.
• Manage Service Level Agreements (SLAs) with 3PL partners to guarantee efficient logistics and timely processing of returns.
• Supervise third-party logistics providers, including LX Pantos and RXO.




• Data Analysis and Return Reduction




• Perform regular analyses of return data to identify patterns, root causes, and areas for improvement.
• Initiate and lead projects aimed at reducing return rates and associated costs across OBS and B2B segments.
• Collaborate closely with OBS, B2B and Other teams to align return reduction strategies with customer expectations.




• Process Improvement and Cross-functional Collaboration




• Partner with Sales, Other related parties, and Logistics teams to streamline return workflows and improve the customer experience.
• Conduct on-site assessments at warehouses and customer locations to identify bottlenecks and implement corrective measures.
• Develop and deliver training programs and SOP documentation to internal teams and 3PLs, ensuring proper product handling and minimizing damages.




• Reporting and Communication




• Prepare and present comprehensive return performance reports, highlighting key metrics and trends to senior management.
• Facilitate effective communication among customers, internal departments, and 3PLs regarding return statuses and issue resolutions.
• Manage Return Key Performance Indicators (KPIs) and Monthly Business Reviews (MBRs).




• Non-Goodset Inventory Management




• Creating report and coordination of non-goodset inventory depletion plans.
• Manage BOXDMG inventory and monitor box material status, ensuring timely communication with the Business Unit & Warehouses.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Engineering, or related discipline.
• Minimum of 7 years' experience in logistics, inventory, quality control, operations, or vendor management with a focus on return processes.
• Strong understanding of e-commerce and B2B return operations.
• Proficiency in data analysis and visualization tools.
• Excellent communication, analytical, and project management skills.
• Ability to work autonomously and collaboratively in a dynamic, fast-paced environment.

Key Skills

• E-commerce Returns Management
• B2B Return Operations
• Process Improvement & Optimization
• Data Analysis & Reporting
• Customer-centric Approach
• Cross-functional Collaboration
• Problem Solving & Decision Making