Description

Key Responsibilities
1. Customer Returns Administration
• Receive and review customer return claims via email, system submissions, or customer service requests.
• Verify return requests against company return policies and sales documentation.
• Capture and log return requests accurately on the company system.
• Issue return authorizations where applicable.
2. Returns Processing
• Coordinate the collection or receipt of returned goods from customers.
• Ensure returned stock is correctly booked into the warehouse or returns area.
• Verify quantities, product condition, and reason for return.
• Liaise with warehouse staff to confirm physical receipt of returned items.
3. Investigation and Validation
• Investigate reasons for returns such as damages, incorrect supply, expired products, or customer errors.
• Work with sales, warehouse, and logistics departments to resolve discrepancies.
• Maintain documentation and supporting evidence for all returns.
4. Credit Processing
• Prepare and submit credit requests based on approved returns.
• Ensure credits are processed accurately against the correct customer account.
• Follow up with finance/accounts to ensure timely processing of credit notes.
5. Communication and Customer Service
• Provide feedback and updates to customers regarding the status of their return claims.
• Maintain professional communication with customers and internal departments.
• Resolve return-related queries in a timely and efficient manner.
6. Record Keeping and Reporting
• Maintain accurate records of all returns, credits, and related documentation.
• Track return trends and report recurring issues to management.
• Assist with monthly reporting on returns volumes, values, and reasons.
7. Compliance and Process Improvement
• Ensure all returns are processed according to company policies and procedures.
• Identify areas for improvement in the returns process and recommend solutions.
• Support audits by providing documentation related to returns and credits.

Key Skills and Competencies

• Strong administrative and organizational skills
• High level of attention to detail and accuracy
• Good problem-solving and investigative skills
• Strong communication and customer service skills
• Ability to work with multiple departments
• Proficiency in Microsoft Office and ERP systems

Responsibility:

Minimum Requirements
• Grade 12 / Matric
• 2–3 years’ experience in an administrative role, preferably in returns, logistics, customer service, or warehouse administration
• Experience in a wholesale or retail distribution environment advantageous
• Experience with ERP or inventory management systems beneficial

Key Performance Indicators (KPIs)
• Turnaround time on return claims
• Accuracy of return processing and credit notes
• Resolution rate of return queries

Please send your resume/CV