Job Spotlight: After-Sales Service and Returns Manager
“My responsibilities are diverse and varied—no two days are ever the same!”
Virginie, After-Sales and Returns Manager at Logisseo
The Customer Service and Returns Manager is one of the primary points of contact for customers. They are responsible for listening to and reviewing customer requests, then finding the most appropriate solution to their issues. Their main goal is to ensure every customer is satisfied.
They also communicate with carriers in the event of a dispute: it is their responsibility to resolve these issues as quickly as possible.
The Responsibilities of the After-Sales Service and Returns Manager
At Logisseo, this role covers two distinct areas that are relatively similar in terms of skills and service. After-sales service primarily addresses issues related to shipping or, less frequently, to an order; the returns process deals with orders sent back to the warehouse, either because they were not picked up by the buyers or simply because the customer changed their mind.
In their customer service role, the Customer Service and Returns Manager is responsible for maintaining good relationships with customers and resolving any disputes. To do this, they communicate regularly with customers via email to stay attentive to their needs and respond as quickly as possible in the event of a problem. They compile all requests before processing them, paying close attention to each one.
They are also responsible for notifying carriers in the event of lost, damaged, or delayed packages. In this context, they closely monitor the progress of the claim and verify that the refund amounts are correct.
The Customer Service and Returns Manager also keeps an eye out for packing errors: this could be a missing item in a package or an incorrect address on the label (at Logisseo, these errors account for less than 1% of all orders processed!)
When packing errors occur, the Customer Service and Returns Manager investigates and works to resolve the issue as quickly as possible. To minimize them as much as possible, they track these errors and inform the teams, which allows them to flag any errors that occur too frequently.
In his role as returns manager, he ensures that each return is processed on time and in accordance with the required specifications.
The skills required to be a good customer service and returns manager
To be eligible for the position of After-Sales and Returns Manager, certain skills are required to meet the various demands of the role:
- Curiosity
- Dynamism
- Excel Proficiency
- Organization
- Perseverance
- Rigor
- Commitment to service
What training and qualifications are required to become an after-sales and returns manager?
The role of after-sales and returns manager can be pursued following completion of a training program. Such programs may specialize in customer relations, marketing techniques, or maintenance.
The key takeaway isthat the workplace is one of the best places to learn.Indeed, the responsibilities of this role can vary depending on the company’s industry.
Therefore,immersing yourself in an organization to perform tasks in real-world conditions will be a definite advantage!
The CSR aspect of the role of after-sales service and returns manager
In line with the company’s identity and values, an After-Sales and Returns Manager must contribute to the implementation of the CSR initiative, just like their colleagues at the facility. For example, they must manage returns in a way that optimizes delivery routes and thus reduces the resulting pollution. Furthermore, by identifying preparation errors, the after-sales and returns manager minimizes waste caused by the unnecessary use of resources.
The example of Virginie, Customer Service and Returns Manager at Logisseo
Virginie has been working at Logisseo since 2020. Before moving into logistics, she worked in the retail sector.
She didn’t take on the role of Customer Service and Returns Manager right away when she joined the company: she started out asan order picker and then worked as a receiving clerk. She then took over returns management while continuing her duties as a receiving clerk, and was eventually promoted to a full-time position in returns and customer service in September 2023.
Virginia’s advice for managing your daily life effectively?Be thoughtful and patient—these are skills that will really help you get things done!
What she enjoys most about her day-to-day work: taking on a wide variety of tasks, which makes every day different from the last!
Now you know everything there is to know about the role of an after-sales and returns manager! To learn more about the day-to-day operations of a logistics company, follow us on LinkedIn or Instagram.
