In a nutshell
The implementation, management and development of third party service providers and the in-house refurbishment facility used to support the disposition of customer returns. Ensuring adherence to service level agreements and optimisation of costs and recoveries. Achieved through the co-ordination and collaborative working with Clearance teams, Barton Return teams, Suppliers, Finance, QA, and Commercial.
What I need to do
Support the Refurbishment & Aftersales Development Manager in enhancing, driving and co-ordinating the third-party refurbishment operations;
Benchmarking of third party service providers against internal and external best practice, facilitating enhancement of service level agreements and a continuously improved operation.
Ensure third party service providers adhere to service level agreements within agreed budget limits.
Manage purchase order process and invoice approval ensuring appropriate cost management
Management and development of third party product refurbishment activities, to ensure maximisation of returns cost recovery for nominated product categories.
Ensure correct disposition routes are allocated to refurbishment in collaboration with the Returns Analyst using predefined cost model.
Managing utilisation of accreditation and warranty repair provisions to deliver optimum recoveries
Work with Aftersales Manager and Suppliers to ensure appropriate levels and availability of spares.
Provision of robust and insightful management information associated with refurbishment activities.
Support Clearance team query escalation, grading and processes ensuring smooth transition to recovery channel
Monitor and ensure continued data governance compliance
How I will succeed
Act as the guardian of service level agreements ensuring not only compliance but enhanced performance
Continued emphasis on the improvement of process and relationships delivering increased recoveries and returns cost reduction
Establish proactive relationships and data insights delivering robust performance
What I need to know
Experience in a reverse flow service environment – Tech product categories would be advantageous
Evidenced success in operational process management
A track record of stakeholder management, particularly Third Party relationships
Ability to define and create reports to present relevant information in a simplified manner
Proficient in PowerPoint, Word and Excel for data analysis, presentations and report writing
An awareness of change management disciplines would be advantageous
What I need to show
Enthusiastic, positive and proactive engagement of key stakeholders to build credible relationships whilst retaining professional integrity
Experience managing and influencing stakeholders, holding others accountable to deliver results
Experience in delivering process simplification and improvements
Ability to gather insight and opinion to support good decision making
A desire for continuous improvement to be best in class
Ability to demonstrate planning and prioritisation skills