| Detail | For this role |
|---|---|
| Department | Logistics and Warehousing |
| Level | Entry level |
| Reports to | Warehouse Supervisor |
| Direct reports | None |
| Experience | 1 to 3 years in returns, warehouse or customer operations |
Returns Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Returns Executive
Department: Logistics and Warehousing
Reports to: Warehouse Supervisor
Location: [City], [office, branch or site]
About the role
A Returns Executive handles goods coming back from customers or stores. They receive returns, inspect and grade each item, decide whether it goes back to stock, to repair or to scrap, and process the credit or replacement. Returns are messy and easy to lose money on, so discipline matters. A good Returns Executive clears returns quickly so good stock is sold again, grades items honestly, keeps accurate records for refunds, and reduces the value stuck in the returns area at any time.
Key responsibilities
- Receive returned goods from customers, stores or delivery and log them against the original order.
- Inspect and grade each returned item as good, repairable, damaged or scrap.
- Return good stock to inventory quickly so it can be sold again.
- Route repairable and warranty items to the right process and track them.
- Segregate and dispose of scrap and damaged goods as per policy.
- Process the credit note or replacement so the customer is settled correctly.
- Keep returns records accurate for finance, refunds and reconciliation.
- Track ageing returns and clear the returns area so value is not stuck.
Requirements
- Graduate or diploma in any discipline
- Basic computer and warehouse system skills
- An eye for product condition and detail
- 1 to 3 years in returns, warehouse or customer operations
KRAs and KPIs for a Returns Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Returns clearance | Returns processed within the agreed days above 95 percent |
| Grading accuracy | Returned items graded correctly with disputes below the agreed level |
| Stock recovery | Good returned stock put back to inventory quickly for resale |
| Credit accuracy | Credit notes and replacements processed correctly with no errors |
| Ageing control | Value of ageing returns kept below the agreed limit |
Skills and tools
Tools used day to day: Warehouse management system, Handheld scanner, MS Excel, Returns register, Grading checklist.
Reporting line and career path
Next roles: Inventory Control Supervisor, Warehouse Supervisor, Returns Supervisor
Interview questions for a Returns Executive
- How do you decide whether a returned item goes back to stock, repair or scrap?
- How do you process a return so the customer's credit is correct?
- Why is it important to clear returns quickly?
- How do you keep returns records accurate for finance?
- How do you handle a return where the item does not match the claim?
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What does a Returns Executive do?
A Returns Executive handles goods coming back from customers or stores. They receive returns, inspect and grade each item, decide whether it goes back to stock, repair or scrap, and process the credit or replacement. They keep accurate records for refunds, return good stock for resale quickly, and reduce the value stuck in the returns area.
Why are returns important to manage well?
Returns tie up stock and cash and can hide losses if handled poorly. Clearing them quickly puts good stock back on sale, honest grading prevents write-off abuse, and accurate records keep customer refunds and finance correct. Poor returns handling lets value age and disappear, which is why the role needs discipline and detail.
What skills does a Returns Executive need?
A Returns Executive needs a careful eye for product condition to grade items correctly, discipline to process returns and credits accurately, and comfort with a warehouse system. They must work honestly, since grading decisions affect stock value, and clear returns quickly so good stock is resold and the returns area does not clog up.