Returns Operations Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take charge of the returns experience for merchants.

• Establish, update, and manage merchant returns programs and account settings.

• Onboard merchants by explaining the returns service, sharing necessary forms and introductory information, and gathering setup details.

• Submit setup information to return-processing partners, monitor activation status, and keep merchants informed.

• Coordinate the shipment of returned cartons and pallets back to their countries of origin or designated locations.

• Collaborate with return-processing and logistics partners, including bulk-shipment consolidation.

• Analyze return facility and inventory data to identify idle stock or location-related issues.

• Assist in determining appropriate return facility options based on merchant needs and processing coverage.

• Evaluate return volumes, locations, and costs to suggest improvements that minimize merchant expenses.

• Review partner invoices and compile accurate monthly invoices and breakdowns for merchants.

• Work with finance and utilize JIRA within the current manual invoicing process.

• Support rapid fulfillment setup, order tracking, and resolution of order-related issues.

• Share returns metrics and updates with Adar.

• Collaborate with merchants, partners, finance, logistics, and internal teams across different international time zones.

⛳️ Requirements

• A minimum of 3 years of experience in returns, reverse logistics, fulfillment, or e-commerce operations; candidates from freight forwarding, international logistics, traditional logistics or shipping companies, and 3PL operations may also be eligible.

• Practical experience with returns management or warehouse software and the ability to quickly learn new partner platforms.

• Familiarity with international shipping and freight processes.

• Strong analytical skills and proficiency in Excel or Google Sheets.

• Capability to analyze return volumes and costs to recommend enhancements.

• Exceptional attention to detail, particularly regarding account data and invoicing.

• Clear, customer-centric communication with merchants, partners, and internal teams.

• Ability to independently manage multiple merchants and prioritize tasks.

• Proficient in English.

• Working knowledge of customs procedures is a plus; training can be provided.

• Experience with carton or pallet consolidation is desirable.

• Background in a 3PL, cross-border fulfillment provider, or DTC brand is advantageous.

• Familiarity with Shopify and e-commerce order management systems is a plus.

• Experience working with distributed teams across various time zones is beneficial.

• Mandarin language skills are a bonus but not required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Supportive and collaborative team environment.

• Flexible work hours and potential for remote work.

• Access to training and resources to enhance your skills.