Returns Coordinator
As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!
About The Role
Plays a crucial role in the last mile area by managing the end to end return process for undelivered/reschedule and customer return orders collection.
Responsible to plan for timely collection as per SLA, ensuring return AWB are attached with each order, highlighting issue with missing/damage brand packaging upon arrival during debrief and expedite smooth handover as soon as orders received at warehouse debrief area.
To facilitate smooth and efficient return procedures by ensuring customer satisfaction. Keeping track of each return orders by scanning through application so all movements are systemized without error. To analyse return trends to identify areas for improvement in line with better customer experience & to enhance the overall return experience and maintain positive customer relations.
What You’ll Be Doing
· Keeping track of undelivered orders & customer returns handover to Returns Team.
· Ensuring the orders with more than 3 attempts are send for cancellation. (ageing cancellation).
· Closely monitoring the Returns SLA (same day handover to returns team).
· Ensuring all Return & Undelivered orders are systematically scanned.
· Maintaining up to date trackers with highest level of accuracy.
· Coordinating with Returns team, Customer service team and Business units for smooth operation flow.
· Review Operational processes from a risk management perspective; identify and qualify new areas of risks and escalate concerns to the site HSE committee.
· Guide and motivate subordinates to enhance performance and produce quality work and ensure that they are continuously developed for higher level roles.
· Maintain HSE practices in the working environment in order to minimize the opportunity of damage property and injury to self and colleagues. Pro-actively remind colleagues to behave in line with the HSE processes defined by the company.
· Regularly communicate to the team on operational performance and brief on upcoming events.
· Create a positive work environment that results in low attrition, sickness and absence reduction to ensure that Collective and individual targets are met.
About You
Education/Certification and Continued Education
• Graduate with excellent knowledge of warehousing
Years of Experience
• 3-5 years of experience in Last mile with knowledge of retail/ beauty products and the local market
Knowledge and Skills
• Computer Literacy
• Highly organized with eye for details
• Strong Communication and Interpersonal skills
