job description
Join Anker, a global leader in innovative consumer electronics, as a Lead Return Operations - E-commerce in beautiful Bali. In this pivotal role, you will oversee the end-to-end return process for our e-commerce channels, ensuring seamless customer experiences while optimizing operational efficiency. Your expertise will drive improvements in return logistics, customer satisfaction, and cost management, directly impacting our brand reputation and profitability.
Based in Bali, youâll collaborate with cross-functional teams, including customer service, logistics, and sales, to refine return policies, streamline workflows, and implement data-driven solutions. This is a unique opportunity to lead a high-impact function in a dynamic, fast-growing industry while enjoying the vibrant culture and work-life balance Bali offers.
If youâre a strategic thinker with a passion for e-commerce operations and a track record of process optimization, weâd love to hear from you. Apply today to take your career to the next level with Anker!
Responsibility
- Lead and manage the entire e-commerce return process, from initiation to resolution, ensuring compliance with company policies and customer expectations.
- Develop and implement strategies to reduce return rates, improve return processing times, and enhance customer satisfaction.
- Collaborate with logistics partners to optimize reverse logistics, minimize costs, and ensure timely refunds or replacements.
- Analyze return data to identify trends, root causes, and opportunities for product or process improvements.
- Work closely with customer service teams to resolve complex return cases and escalations, ensuring a positive customer experience.
- Design and maintain standardized operating procedures (SOPs) for return operations, ensuring consistency and scalability.
- Monitor key performance indicators (KPIs) such as return rate, processing time, and customer feedback, reporting insights to senior management.
- Train and mentor team members on return policies, tools, and best practices to ensure high performance.
Qualifications
- Bachelorâs degree in Business Administration, Supply Chain Management, Logistics, or a related field.
- Minimum of 3 years of experience in e-commerce operations, with at least 1 year in a leadership role focusing on returns or reverse logistics.
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, or BI tools) to derive actionable insights.
- Excellent communication and interpersonal skills to collaborate with internal teams and external partners.
- Proven ability to develop and implement process improvements that enhance efficiency and customer satisfaction.
- Familiarity with e-commerce platforms (e.g., Shopify, Lazada, Tokopedia) and ERP/CRM systems.
- Detail-oriented with a problem-solving mindset and the ability to handle high-pressure situations.
- Fluency in English; additional proficiency in Indonesian is a plus.