PURPOSE OF JOB
The Reverse Logistics Manager primary duties is to facilitate the flow of goods to customers or vendors. This role is responsible for the day to day operations of the return to vendor, customer service and the liquidation teams. It is expected that this position continuously and actively seeks new ways to liquidate, to try and test new platforms and find new buyers that will help overall recovery rates and other key measurables. This role will partner with the GM to evaluate new opportunities for Staples leading to additional growth of the overall business. They will also be accountable for the overall operational effectiveness of the logistical and administrative components of the reverse logistic business.
PRIMARY DUTIES AND RESPONSIBILITIES
Sales and Service:
Drive key financial metrics, including overall recovery rate, profitability of items for sale on eComm platforms and ensure the overall effectiveness of the return to vendor program and sales through the liquidation program.
Develop and deploy service standards that guide all customer interactions, including greeting, consultation, and follow up. Ensure reverse logistic team maintains good customer service standing.
Provide guidance and counsel to the reverse logistic customer service team in resolving challenging customer situations. Handle any escalated issues as required, including PayPal Dispute Resolution cases.
To be the primary support for the Service & Support Specialist and assist this roll in executing their responsibilities
Lead the team in providing exceptional internal and external customer service, including all stores in the sales network. Develop standards and protocols as required.
Drive and maintain exceptional eBay customer service levels. Ensure eBay customer feedback, detailed selling rating (DSR) and Defect Rate scores are maintained at a high level. Conduct any follow ups as required.
Sets pricing on large volume items as required.
Provides guidance to Product Specialists on pricing of regular items and shipping rates, as required. Updates pricing guidelines as needed.
Leverage all sales channels including eBay, Kijiji, liquidation partners, any and all other marketplace platforms and direct sales to expedite inventory flow and maximize recovery rates
Take lead in utilizing social media to promote Surplus By Design on any and all platforms, ensure that marketing campaigns are utilized in an effort to maximize sales and grow the brand and reach of our home site.
Build and maintain customer relationships with liquidation customers to expand sales volumes and maximize recovery rates actively seek new partners or businesses that we can utilize as an exit strategy for our product.
Administrative and Operational Responsibility:
Manage relationships with key vendors including eBay, PayPal, UPS, DHL, and Canada Post. Discuss and resolve any related issues.
Oversees all sales processing and reconciliation of all in store, online or liquidation sales.
Partner with the Home Office Buying team for sourcing potential products from within our stores & DCs.
Manage the integrity of the inventory inbound from stores, and outgoing to customers on a daily basis through monitoring the accuracy of the Order Management System.
Develops associate and manager schedules to ensure that labour expenses are managed effectively
Oversees general administrative tasks completed by the customer service team. Ensures all reports etc. are accurate.
Oversee the weekly reconciliation of sales reported to Home Office Finance, Merchandising and Operations. Conduct second level analysis as required on reports generated by the eComm Specialist.
Provide weekly reporting to the Merchandising and Operations teams as required.
Maintain and monitor all social media accounts, their use and effectiveness in helping sales.
Assist the General Manager in any or all areas as directed by the GM that may be outside the primary scope of the roll.
Manage all aspects of the facility in the absence of the GM
Recruiting, Development and HR Administration:
Manage a variety of roles within the Reverse Logistic team including Team Leads, Clerical, Customer Service, Listing roles and the RTV Team
Review team responsibilities to ensure they are being carried out on time and to standard
Recruit and hire qualified associates, understanding critical success factors; Involved in interviewing and selecting of all direct reports.
Supervise, coach, train, counsel and evaluate all associates. Address disciplinary issues using effective performance management techniques and communicate issues to the General Manager and HR if required.
Responsible for establishing a learning culture within the team by scheduling associates for training such as e-pk, e-learning, and selling skills training (A+ Certifications, Depot Training etc)
Provide leadership and guidance to direct reports, as well as any and all Specialists, and Shipper/Receivers who report directly into the Supervisors.
Conduct Performance Development Reviews and ensure they are completed on a timely basis.
KNOWLEDGE / SKILL REQUIREMENTS
Strong analytical skills and the ability to create and conduct analysis on sales, productivity, and inventory reports as required.
Good understanding of the eBay concept, eBay website, tools and how to properly utilize them. Previous experience selling on eBay is an asset.
Strong inventory management skills and a demonstrated ability to execute IC best practices
Strong written and oral communication skills
Strong PC skills within a MS Office environment (Word, Excel, Access)
Good overall understanding of technology and technology trends in the areas of laptops, desktop computers, digital cameras, GPS’ and console gaming.
PHYSICAL DEMANDS / WORKING CONDITIONS
Office and Warehouse environment
2-3 years’ experience in a customer service / retail environment
1-3 years of managerial experience
Post Secondary degree/diploma in related field
Staples is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.
Staples Canada is committed to the principle of equity in employment. We welcome diversity and encourage applications from all qualified women and men, including persons with disabilities, members of visible minorities & Aboriginal People.