The Vendor Returns Supervisor is responsible for leading a team of individuals who are responsible for managing vendor returns operations for CDW’s portfolio of hardware and software products. This position focuses on increasing CDW profitability through optimization of the returns practice and maintains vendor relations with our partners related to returns. The Vendor Returns Supervisor oversees a high volume of customer Return Merchandise Authorization (RMA) requests and exceptions and works closely with various departments including sales, returns warehouse, drop ship, purchasing, accounts payable, accounts receivable and customer relations.
Key Areas of Responsibility
Performance management, coaching, training, mentoring, motivating, and developing coworkers.
Address RMA issues as they arise from sales and other CDW stakeholders.
Minimize CDW profit loss and escalate issues as necessary to the appropriate partner representative.
Suggest process improvements and system enhancements in order to increase overall RMA processing efficiencies.
Monitor aged RMA requests to increase vendor approval and achieve company goals.
Manage turnaround time goals for each coworker.
Ensure vendor partners meet Service Level Agreements (SLA) or Customer Service agreements on key aspects of the business
Monitor daily workflow and team performance.
Monitor and report team results to management on a weekly/monthly basis and to executive leadership on a quarterly basis.
Enhance internal and external customer and vendor relationships.
Maintain open communication and effective partnerships with all internal stakeholders cross‐functionally.
Identify areas for process improvement, make recommendations and implement appropriate changes.
Provide CDW stakeholders with the highest level of service.
Assist in projects related to departmental initiatives and goals.
Track vendor returns activities and Key Performance Indicators (KPI) metrics such as Return Merchandise Authorization (RMA) turnaround time, vendor response time and departmental performance.
Identify Return Merchandise Authorization (RMA) improvements and reporting needs.
Communicate important concepts and update the team.
Handle escalated issues as they arise.
Help resolve inter‐departmental issues, such as credits, warehouse receiving concerns, or purchasing functions.
Identify and develop training opportunities.
Bachelor’s degree or equivalent experience
3 years supply chain or returns experience
Other Required Qualifications
Proficient in Microsoft Office suite.
Demonstrated analytical skills.
Strong decision‐making ability and creative problem‐solving skills.
Excellent verbal and written communication skills with the ability to communicate effectively at all levels, including senior leadership.
Proven ability to multitask and balance multiple priorities simultaneously.
Ability to display flexibility with the changing needs of the business.
Demonstrated conflict resolution skills and the ability to create a positive work environment.
History of successful planning and execution with the ability to be a strategic thinker.
Strong business acumen and understanding of impact on operational and financial results.
Strong organizational skills and attention to detail.
Experience working in a fast‐paced work environment
Working knowledge of IBM iSeries
Previous customer service experience
Previous leadership experience
Vendor Returns Supervisor