Reverse Logistics Administrator

Summary of position:

• Managing Warranty returns for region including data entry of returns and customer contact regarding warranty returns and be backup for AMS team members.
• Answering emails and phone calls from customers checking status and address questions relating to customer orders, including status of order shipment dates, and tracking information
• Communicating daily with our 3rd party provider to provide guidance on return order issues and related transportation issues
• When needed work with internal partners such as Product Support, Sales, and Quality team to provide customer service to end customers and resellers etc.
• Support Aftermarket Services Manager and Director, Aftermarket Services with ad hoc task.

Key Responsibilities:

• Manage handling of warranty returns, including data entry of warranty return orders into system and assist customers through e-mail and phone communication with customers for i.e. tracking and follow-up of customer order shipment and status.
• Manage partner credit returns.
• Monitor return orders are running through GN systems as planned and fix issues if such occur as well as ensure AMS RMA orders are processed, received, and shipped according to SLA's with 3PL and any shipment issues are prioritized and resolved for customers.
• Communicate daily with 3PL to provide guidance on return issues in terms of operational processes and inbound and outbound transportation.
• Perform cleanup of return orders in GN systems and coordinate with 3PL so systems between parties are always aligned.
• Manage exception handling on RMAs through management of Extranet logs with 3PLs containing return order cases with differences on expected and received goods by assessing situation and advising 3Pl on accurate handling for each case based on GN AMS defined exception matrix.
• Coordinate with relevant stakeholders such as Quality team regarding quality issues or any other complaints from customers
• Maintain ERP system for AMS relevant data i.e. create and update customer cards.
• Create and maintain customer specific SOPs and processes where applicable
• Take part in AMS team and act as backup for team members including the tasks of forecasting, planning and inventory management belonging to Reverse Logistic Coordinator.

Criteria of success:

• Return order fulfilment (receive and ship) on time and within SLA as well as high customer satisfaction within region.
• Support organizational goal to meet low turn-around-time for customers on return orders
• Contribute actively to positive brand perception of Jabra within our customer base, and of AMS and JSS departments within GN, by ensuring high levels of customer satisfaction and that AMS KPIs are met.

Professional requirements/experience:

• 2-5 years' work experience within Logistics & Operation or customer service, ideally in telecom, high-tech, or consumer electronics industries
• Good PC Skills including working knowledge of Microsoft Office and Windows
• Excellent verbal communication, listening and learning skills
• Ability to multitask and manage multiple customers and orders/tasks at same time
• Pleasant and courteous telephone etiquette

Education requirements:

• High School Graduate or 2-5 years with relevant experience

Location:

• Candidate to be based near GN Audio US Lowell, MA office (Expectation is to come onsite at least once per week).

Equal Opportunity Employer:
GN Audio/Jabra makes life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. GN Audio an EEO Employer and does not discriminate in employment based on race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.
View The EEO is the Law poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
E-Verify:
GN Audio / Jabra participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.
Disability Accommodation:
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
#LI-Jabra