Returns Operations Coordinator - #35359

Manila Recruitment

11d•Remote

About The Position

As Returns Operations Coordinator, you’ll own the returns experience for merchants. You’ll set up and maintain returns programs, coordinate where returned inventory needs to go, and identify ways to lower merchant costs. You’ll also support fast fulfilment setup and order issues, working across operations, finance, merchants, and a network of fulfilment and returns-processing partners. The role is suited to someone who enjoys solving practical logistics problems and building strong merchant relationships. The company helps ecommerce brands fulfil and ship globally. Its operations include international order fulfilment, returns coordination, and logistics support through partners in multiple locations. Merchant and partner communication is primarily by email and may span the US, UK, Europe, and Australia. The returns invoicing process is currently manual and uses JIRA as part of its workflow.

Requirements

At least 3 years of experience in returns, reverse logistics, fulfilment, or ecommerce operations. Candidates from freight forwarding, international logistics, traditional logistics or shipping companies, and 3PL operations may also be considered without direct returns-management, ecommerce, or cross-border fulfilment experience.
Hands-on experience with returns-management or warehouse software and the ability to learn new partner platforms quickly.
Working knowledge of international shipping and freight.
Strong analytical skills and confidence using Excel or Google Sheets to analyse return volumes and costs and recommend improvements.
High attention to detail, especially with account data and invoicing.
Clear, customer-focused communication with merchants, partners, and internal teams.
Ability to independently manage multiple merchants and priorities.
Fluent English.

Nice To Haves

Working knowledge of customs procedures; training can be provided during the candidate’s initial period.
Experience with carton or pallet consolidation.
Experience at a 3PL, cross-border fulfilment provider, or direct-to-consumer brand.
Familiarity with Shopify and ecommerce order management systems.
Experience working across time zones with distributed teams.
Mandarin language skills; advantageous but not required.

Responsibilities

Onboard merchants to the returns service, explain the service and setup process, share the online form and introductory information, and collect the details needed to configure their accounts.
Create, update, and maintain complete and accurate merchant account configurations in partner returns-management software and the company’s platform.
Submit setup information to return-processing partners, follow up on activation status, confirm when accounts or services are live, and provide merchants with setup updates.
Help merchants prepare and ship cartons and pallets of returned goods to the country of origin or other designated locations.
Coordinate with returns-processing and logistics partners, including support for consolidating returns into bulk shipments when sufficient volume is available.
Review return-facility and inventory information, identify idle stock or location-related issues, and help determine suitable facilities based on merchant requirements and available processing coverage.
Analyse return volumes across collection points and locations, use volume and cost data to identify opportunities, and recommend outbound-processing improvements that reduce merchant costs.
Review invoices from processing partners and prepare monthly invoices and breakdowns for merchants; check billing accuracy and timeliness and coordinate with the finance team using JIRA as part of the current workflow.
Help merchants set up fast fulfilment, track orders, and resolve order issues quickly.
Share returns metrics and relevant updates with Adar, and collaborate with merchants, returns-processing partners, finance, logistics, and other internal teams.