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Customer Returns 3PL Manager

Quince

Quince

Customer Service
Harrisburg, PA, USA
Posted on Thursday, April 4, 2024
OUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE IDEAL CANDIDATE
The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.
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%
Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.
Security Advisory: Beware of Frauds
At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.