Role Overview
The Reverse Logistics Project Manager leads the end-to-end product return lifecycle, from initial service request to final disposition (credit, scrap, or replacement). This role acts as the primary integrator across Customer Support, Engineering, Supply Chain, and Finance to ensure process efficiency, financial accuracy, and inventory integrity.
Key Responsibilities
1. Service Requests
- Review basic information on incoming service requests
- Create and maintain function tasks
- Assign case owners
- Remind CQE (Customer Quality Engineer) about outstanding Engineering tasks
- Coordinate with Quality team on cases requiring failure analysis or root-cause investigation
2. Return Requests
- Create RMA Order Requests
- Maintain RMA# and Tracking# within the Service Request (SR)
- Notify Suppliers about returns
- Remind CMs to return units within the 60-day window
- Serve as primary point of contact for CM logistics and Supplier Buyer coordination on return status
3. Receive Requests
- Process inventory transactions (check-in)
- Perform physical receiving and quantity verification
- Capture Serial/Lot numbers for received units
4. Inspection & Billing Review
- Review supplier RMA service charges
- Approve billing
- Incorporate Quality/Engineering inspection findings into billing and disposition decisions
- Work with Supplier Buyers to validate and resolve billing/charge discrepancies
5. Fulfillment Requests
- Review aging, stock levels, and business strategy
- Capture original pricing information
- Check WMS (Warehouse Management System) review status
- Determine whether replacement or credit is appropriate
6. Closure & Notification
- Notify customers of replacements
- Notify customers of credit issuance
- Notify Project Managers of hold errors
- Oversee SR status with CMs
- Notify Engineers of SR cancellations
7. Retention & Scrap
- Track and alert on aging timers
- Trigger RMA scrap workflows
- Update inventory and process financial write-offs
Qualifications
- 5+ years in reverse logistics, supply chain, or RMA operations
- Experience with WMS, inventory management, and RMA/order tracking systems
- Strong cross-functional communication skills (Engineering, Quality, Suppliers, CMs, Finance)
- Experience coordinating with external partners such as Contract Manufacturers and Supplier Buyers
- Detail-oriented with strong organizational and follow-up skills
- Oracle, ERP, Power BI
Preferred Skills
- Familiarity with billing/credit reconciliation processes
- Experience managing aging/timer-based escalation workflows
- Ability to manage multiple concurrent RMA cases across different stages
- Experience working with Quality/CQE teams on failure analysis or root-cause tracking
- Prior experience liaising with CMs or Supplier Buyers on logistics, cost, or contractual matters
SiOps
Why Cisco?At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Skills Required
- 5+ years of experience in reverse logistics, supply chain, or RMA operations
- Experience with WMS, inventory management, and RMA/order tracking systems
- Strong cross-functional communication skills with Engineering, Quality, suppliers, contract manufacturers, and Finance
- Experience coordinating with contract manufacturers and supplier buyers
- Strong attention to detail, organization, and follow-up skills
- Experience with Oracle, ERP, and Power BI
- Familiarity with billing and credit reconciliation processes
- Experience managing aging- and timer-based escalation workflows
- Ability to manage multiple concurrent RMA cases across different stages
- Experience working with Quality or CQE teams on failure analysis or root-cause tracking
- Experience liaising with contract manufacturers or supplier buyers on logistics, cost, or contractual matters
Cisco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.
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Healthcare Strength — Health coverage is described as robust with multiple plan options and access to onsite/virtual LifeConnections Health Centers on major campuses. Company materials also highlight mental-health resources and comprehensive preventive care, supporting strong core medical benefits.
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Leave & Time Off Breadth — Time away includes company‑wide recharge days, a paid birthday, a year‑end shutdown, and paid Critical Time Off for emergencies. Paid volunteer days further expand opportunities to step away and recharge.
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Parental & Family Support — Policies include a global minimum for paid parental leave for primary caregivers, caregiving concierge services, and on‑site children’s learning centers in select locations. In the U.S., family‑building support is consolidated under Carrot with a defined lifetime maximum, indicating structured assistance across fertility, preservation, adoption, and surrogacy.
Cisco Insights
What We Do
Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.
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