Reverse Logistics Operations Manager

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

• 19,000 trained professionals
• 350+ locations worldwide
• Fortune 500
• Globally unified systems

Job Description

The Reverse Logistics Operations Manager will execute reverse logistics operations to maintain the circular flow of products and materials, ensuring that return requests, shipping and delivery, dispositioning, repacking, recycling, resell, repairs, reuse and disposal remain synchronized as components of a continuously efficient model. 

Key Responsibilities:

• Enhance customer relationships by identifying areas for improvement in the overall customer experience
• Provide daily operational support by physically inspecting the warehouse, offering assistance when needed, and proactively identifying, documenting, and resolving emerging issues
• Serving as a point of contact for customer inquiries, concerns, issues and escalations
• Drive alignment and prioritization of initiatives and projects and escalate risk of delays with operations
• Manage and monitor Key Performance Indicators (KPIs) to achieve optimal warehouse performance
• Developing mitigation strategies to address inventory and logistics impacts
• Manage open items and blockages relating to floor utilization, packaging, and inventory management
• Collaborate with planners and PM’s and create plans to support on time delivery
• Partner with support teams to create awareness of new projects and highlight key actions
• Monitor subcontractor performance to agreed SLO’s, communicating risk and priority shifts 
• Troubleshoot and resolve WMS technical issues 
• Perform root cause analysis for late orders
• Manage GUTS ticket/Buganizer routing, resolution and timely communications
• Monitor order/ticket backlog to identify potential problem orders and initiate corrective actions
• Collaborate with 3PLs and customers to review, update, and establish process improvements for SOPs
• Support the development of dashboards to effectively communicate warehouse performance metrics and insights to stakeholders
• Summarize and present operational trends, insights, cost savings projects and recommended actions to improve reverse logistics operations
• Measure the impact and value of identified insights and recommendations, prioritizing them accordingly
• Stay up to date with the latest trends, benchmarks, best practices and advancements in supply chain, including emerging tools, techniques and best practices and apply new knowledge to improve processes
• Other duties as required

Qualifications

• Bachelor's degree with a specialization in Supply Chain, related field or equivalent experience
• 5+ years logistics, supply chain, large scale warehouse operations or related experience 
• 3+ years demonstrated experience planning, organizing, tracking and controlling tasks to achieve goals
• 3+ years stakeholder management and facilitation
• 1+ specific customer experience within customer systems and knowledge of their SOP/SWI operations
• Knowledge of reverse logistics
• Knowledge of Kaizen, Lean, Six Sigma, and dashboard reporting is preferred
• Experience and knowledge of SAP/WMS systems
• Ability to use critical thinking to develop, evaluate, recommend and present best options
• Ability to work independently and as part of a cross-functional team
• A proactive and results-oriented mindset, with a commitment to driving results
• Risk sensitive, recognizes when problems arise or are likely to arise 
• Excellent customer service skills, including a proven ability to listen, comprehend, effectively communicate 
• Proficiency in using Google Suite tools, including Google Sheets, for data analysis and information sharing 

Additional Information

Expeditors offers competitive benefits to all full-time employees including:

• Paid vacation
• Holidays (10)
• Flexible Days (2)
• Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
• 401(k) Retirement Savings Plan with employer match
• Employee Stock Purchase Plan (ESPP)
• Medical, Prescription Drug, Dental & Vision Coverage
• Health Savings Account (HSA)
• Life and Disability Insurance
• Paid Parental Leave (additional eligibility criteria)
• Dependent Care Flexible Spending Account (DC FSA)
• Employee Assistance Program (EAP)
• Training and Personnel Development Program
• Educational Assistance and Reimbursement
• Position is full time (40 hours per week) Monday through Friday 

• All your information will be kept confidential according to EEO guidelines.