At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.
Job Title: Returns & Closeout Coordinator
Reports to: Sr. Manager, Customer Excellence
Location: Remote CO
The Role
Manages Wholesale Returns processes and Closeout Orders for all NA Brands.
Executes end-to-end management of Closeout Orders for all NA Brands in partnership with Commercial teams, and in line with Quarterly Guidance and Customer Requirements
Creates and maintains documentation of Closeout Order policies and best practices.
Drives internal alignment by enforcing Returns policies and procedures across teams and communicates timely updates on Returns Processing to stakeholders.
Partners with teams at multiple in-house Distribution Centers (DCs) and a 3rd Party warehouse to manage Returns and Closeouts.
Facilitates continuous improvement for short shipment and credit memo processes with CE team and cross-functional partners.
We celebrate diversity--of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.
Your Impact
Returns
Serve as the subject matter expert for returns systems and processes.
Manage and audit Returns Inboxes for approval emails and DC communications.
Utilize Tableau for reporting and auditing returns.
Own and maintain the Return Modifications Log, addressing open items, RMAs on hold, and alternate RMA requests.
Lead weekly meetings with Returns Departments at each DC, partnering with CFS and IT to review current state of returns processing and action plans.
Compile and distribute a monthly Returns Processing Status Update email to all NA DCs, CE Distro, and relevant stakeholders.
Present Returns Processing Status and updates at the monthly Operations Meeting.
Act as a liaison between CE and DC Returns teams for urgent RA processing and ensure clear communication on open items, with follow up to close the loop.
Research and create RA's for open issues in the Mod/Refusal Log, ensuring resolution and accuracy of credit.
Research and create RA's for unassigned House Accounts, tracking their resolution.
Regularly audit CE compliance with Return Authorization Approval LOAs for all brands and report on any missing approvals to Leadership.
Work with the Audit team to provide documentation for approved RAs.
Maintain organized documentation of approvals via Returns Inbox and B2B.
Support initiatives in Global Returns Project and rollout of any changes to reporting + CE Returns OM processes
Closeouts
Serve as the subject matter expert for Closeouts process: utilizing DOE, Oracle, SOMT to ensure accuracy and timely completion.
Partner with Commercial teams & DCs across all brands to execute and deliver Closeouts in line with quarterly guidance and customer requirements
Utilize Tableau for reporting and auditing Closeouts for all Brands.
Create & Maintain SOP on Closeout Processes & Best Practices
Maintain organized documentation of approvals via Closeout Inbox.
Credit Memo and Short Shipment Continuous Improvement
Conduct meetings with CE Leadership to identify needs and gaps, and create action plans based on gathered data for Short Shipment Process and Credit Memo Process.
Create and continuously improve documented SOPs for Credit Memos, and Short Shipment Process.
Report out Quarterly Short Shipment Credits vs LY.
Partner with CFS to update and audit Credit Memo approval flow and follow up on aging credit memos pending approval.
Who You Are
Thrives in a Remote role and enjoys the pace of a dynamic, ever-changing industry
Ability to quickly adapt and learn new systems
Ability to explain unfamiliar processes or findings to new audiences in a clear and effective way
Highly motivated team player who values relationships and can effectively drive results
Ability to pivot quickly and self-manage multiple priorities at once
Levelheaded decision maker who knows when to ask for help
Takes timely action and regularly adheres to deadlines and set cadences
Takes initiative to identify opportunities for improvement and voices new ideas & solutions
Resourceful and organized with a keen attention to detail
Demonstrates professional and thoughtful communication in all mediums
Demonstrates empathy and can appropriately provide the support needed based on the level of knowledge/skill a person has in that area
Passion for continuous learning and commitment to improving personal knowledge and skills
Experience with Microsoft Office, particularly an in-depth knowledge of Microsoft Excel with experience with Pivot Tables as well as VLOOKUP/XLOOKUP and IF formulas
We'd love to hear from people with
Experience working independently and with minimal oversight in a decision-making capacity
Preferred experience as a Deckers Brands Wholesale Key Account Representative or equivalent
Minimum 1-2 years of a customer-facing role, with superior verbal and written communication skills
What We'll Give You -
Competitive Pay and Bonuses - We've created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they're valued.
Financial Planning and wellbeing - No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future.
Time away from work - Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees' needs to get out, get healthy and come back stronger than ever.
Extras, discounts and perks - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras
Growth and Development - Deckers Brands was built on the idea of pursuing passion. That's why we offer extensive opportunities and support for personal and professional development.
Health and Wellness - There's nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle.
$24.00-$26.00/hour
The salary range posted reflects the minimum and maximum target for new hire salaries for this role in our Denver, CO location. Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process.
Equal Employment Opportunity Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.
