Senior Returns Operations Analyst (Reverse Logistics)
Apply NowCompany: LG Electronics
Location: Englewood Cliffs, NJ 07632
Description:
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.
Summary
This position will focus on overseeing and optimizing return operations for LG Electronics' Online Brand Shop (OBS) and B2B (Builder Appliance - Project / Showroom Sales) channels. This individual is responsible for end-to-end return process management, data analysis, return reason identification, SOP development, and cost reduction initiatives. The role involves collaborating with internal teams, customers, and 3PLs to implement operational solutions that reduce returns, enhance customer satisfaction, and drive process efficiency.
Responsibilities
Qualifications
Key Skills
#LI-DR1
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
Summary
This position will focus on overseeing and optimizing return operations for LG Electronics' Online Brand Shop (OBS) and B2B (Builder Appliance - Project / Showroom Sales) channels. This individual is responsible for end-to-end return process management, data analysis, return reason identification, SOP development, and cost reduction initiatives. The role involves collaborating with internal teams, customers, and 3PLs to implement operational solutions that reduce returns, enhance customer satisfaction, and drive process efficiency.
Responsibilities
- Oversee OBS and B2B Return Processes
- Manage end-to-end return processes for both OBS and B2B channels, ensuring seamless handling of returns, exchanges, and refunds.
- Develop and implement SOPs specific to OBS and B2B returns, ensuring compliance and adherence to best practices.
- Establish and manage 3PL SLAs for efficient return logistics and processing.
- Management of 3rd party logistics providers (LX Pantos and RXO)
- Return Data Analysis and Reduction
- Conduct regular analysis of return data for OBS and B2B, identify trends, and pinpoint root causes of returns.
- Implement initiatives to reduce return rates and associated costs, focusing on both OBS and B2B customer segments.
- Work closely with OBS and B2B teams to understand customer expectations and develop proactive return reduction strategies.
- Process Improvement and Collaboration:
- Collaborate with internal teams (e.g. Sales, Customer Service, Logistics) to streamline return processes and enhance customer experience.
- Visit warehouses and customer locations to identify process bottlenecks and implement corrective actions.
- Develop training materials and SOPs for internal teams and 3PLs to ensure proper product handling and minimize damages.
- Reporting and Communication:
- Prepare and present regular return performance reports for OBS and B2B, highlighting key metrics and trends.
- Communicate effectively with customers, internal teams, and 3PLs regarding return status, issues, and resolutions.
- Auditing : Analyzing system transaction data for errors and anomalies
- Inventory Comparison with 3PL's data and reconciliation
- Non Goodset Inventory management (Grading Inventory, BOX damage, Scrap)
- Non Goodset inventory reporting and coordination for depletion plan
Qualifications
- Bachelor's Degree in Logistics, SCM, Engineering, or related field.
- 5+ years of experience in Logistics, Inventory, Quality, Operations, or vendor management with a focus on returns.
- Strong knowledge of e-commerce and B2B return operations.
- Proficient in data analysis and visualization tools (e.g., Excel, Power BI).
- Excellent communication, problem-solving, and project management skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Key Skills
- E-commerce Returns
- B2B Returns
- Process Improvement
- Data Analysis
- Customer Focus
- Collaboration
- Problem Solving
#LI-DR1
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.