Customer Returns 3PL Manager
Harrisburg, Pennsylvania
Operations /
Full-time /
On-site
Quince is looking for a Customer Returns 3PL Manager to join our growing returns facility in Middletown, PA.
This position will be responsible for the relationship with our 3PL Customer Returns partner and ensuring their performance against our KPIs exceeds expectations in addition to managing contract relations. The successful candidate will need to have experience managing a 3PL relationship and have experience working in a warehouse operation; returns, receiving, inventory control, 5S standards for warehouse organization, pick/pack, and outbound shipping.
Responsibilities
- Maintaining collaborative relationships with our 3PL Customer Returns Partner and Quince leadership teams to assure the complete scope of logistics activities remain connected within operations and compliant with quality requirements.
- Maintain KPIs and SLAs. Analyze performance data and work with our 3PL Customer Returns Partner on root cause and execute corrective actions.
- Conduct periodic performance reviews with our 3PL Customer Returns Partner and continually search for opportunities to further improve our customer experience, reduce lead times, and improve operational effectiveness.
- Manage and control performance, improve quality, services, capacity, and cost to optimize our fulfillment and logistics operations.
- Implement a system for collecting data on returns graded items and products with high defect rates to improve processes and send feedback to sourcing teams.
- Support all routing, billing, and claims processes.
- Role is located on site at 3PL Customer Returns Center.
Requirements
- Full Time - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
- Able to lift up to 40lbs.
- Excellent analytical, problem solving and organizational skills
- Ability to work independently and handle multiple projects
- Proficient in excel, google suite
- Experience in Customer Returns processing
- Experience working with remote teams across different geographic regions
- Strong ability to operate and manage projects efficiently and effectively across functions
KPIs
- Order to Delivery: P90 of 3 days
- Fulfillment Speed: 98% Dispatched On Time
- Returns Quality: 99.5% Returns Defect Free
- Cost: Maintain cost targets as designated by Finance
- Inventory Accuracy: 98%
